Quality Programs Lead — Team Coaching & Insights

Concentrix; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

Concentrix in Makati, Philippines, seeks a Sr. Supervisor, Quality to lead on-site quality evaluators across client programs, drive evaluation accuracy, and deliver actionable insights into program performance.

You will oversee training, calibration sessions, and the maintenance of forms and legends while partnering with Quality Leadership, Operations, and clients to meet scorecard goals.

Qualifications

• Bachelor's degree in related field from a four-year college; 2–4 years of relevant experience preferred.
• Experience in training methodologies and soft skills.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office.
• Ability to multi-task, prioritize, and meet deadlines.
• Self-starter with sense of urgency and resilience under pressure.
• Strong attention to detail and professionalism.

Responsibilities

• Monitor, evaluate and audit a sample of inbound/outbound calls, chat, and email.
• Meet productivity requirements and report evaluation results to stakeholders.
• Participate in calibration sessions to ensure scoring consistency.
• Maintain program knowledge of client products, services and strategies.
• Participate in quality task forces with stakeholders; maintain documentation forms.
• Support management focus on key drivers, metrics and processes affecting scorecards and profitability.

Skills

Training methodologies

Soft skills

Communication

Time management

Team building

Microsoft Office

Multi-tasking

Prioritization

Attention to detail

Professionalism

Education

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

Concentrix in Makati, Philippines, seeks a Sr. Supervisor, Quality to lead on-site quality evaluators across client programs, drive evaluation accuracy, and deliver actionable insights into program performance.

You will oversee training, calibration sessions, and the maintenance of forms and legends while partnering with Quality Leadership, Operations, and clients to meet scorecard goals.