Quality & Training Excellence Lead

Concentrix; Mandaluyong; On-site; PHP 335,000 - 614,000; Full time

Benefits offered by this job

HMO active day 1

Monthly incentives program

Job summary

Concentrix in Mandaluyong, Philippines is seeking a Quality Manager with 1–2 years of experience to oversee call quality across inbound/outbound channels, including chat and email. You will report results to Quality Leadership, Operations, and clients, participate in calibration and internal audits, and help improve processes.

Required are strong written and verbal communication, MS Office skills, and the ability to multi-task and meet timelines.

Qualifications

• At least 1–2 years of experience as a Quality Manager.
• Effective written and verbal communication.
• Proficient in Microsoft Office.
• Ability to multi-task and meet timelines on deliverables.
• Detail-oriented with strong process orientation.

Responsibilities

• Monitors, evaluates and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Reports results of evaluations to Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
• Participates in calibration sessions/call listening sessions to ensure scoring consistency and best practices.
• Participates in internal quality audits to improve overall contact quality and recommend changes.
• Maintains program knowledge base; basic understanding of client products, services and/or program strategies.
• Participate in quality task forces with Business stakeholders.
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated).
• Complete phone time to keep current on programs where applicable.
• Contribute to maintaining forms and legends documents.
• Support management focus on review of key drivers, metrics and operational processes that drive Balanced Scorecards and count profitability goals.

Skills

Quality Manager

Effective communication

Multi-tasking

Detail-oriented

Tools

Microsoft Office

Job description

Concentrix in Mandaluyong, Philippines is seeking a Quality Manager with 1–2 years of experience to oversee call quality across inbound/outbound channels, including chat and email. You will report results to Quality Leadership, Operations, and clients, participate in calibration and internal audits, and help improve processes.

Required are strong written and verbal communication, MS Office skills, and the ability to multi-task and meet timelines.