Quality & Training Excellence Manager

Concentrix; Pasig; On-site; PHP 446,000 - 781,000; Full time

Job summary

Concentrix is a technology-enabled global business services company focused on customer engagement and improving business performance. We are seeking a seasoned Quality and Training professional to drive continuous improvement across transaction quality and delivery in a dynamic environment.

The role emphasizes data-driven decision-making, coaching and mentoring, and cross-functional collaboration to ensure the highest standards of training and quality compliance.

Qualifications

• Strong stakeholder management and the ability to influence senior leadership.
• Advanced proficiency in data analysis, reporting, and presentation tools (Excel, Power BI, PowerPoint).
• Strong coaching, mentoring, and talent development capabilities.

Responsibilities

• Drive continuous improvement for Transaction Quality and Delivery.
• Manage process Quality & Client related KPI's.
• Evaluate effectiveness of TQ interventions.
• Strengthen Quality management processes / framework to improve quality delivery.
• Custodian of all training reports and new-hire KPIs at geo level.
• Drive digital training across all accounts in India.
• Conduct maturity assessments for training teams.
• Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client' expectations.
• Ability to generate and implement out of the box ideas and Process improvement initiatives in the process.
• Drive Process control & Compliance in addition to managing the Audit requirements.
• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires.
• Provide quality floor support, feedback, and refresher training.
• Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted.
• Ensure uniform quality of training being delivered by all training teams in line with the client requirement.
• Interact and streamline channels of communications with other Functions and Clients.
• Provide quality floor support, feedback, refresher, and corrective training.
• Groom and develop training talent in-house.

Skills

Stakeholder management

Data analysis

Reporting tools

Tools

Excel

Power BI

PowerPoint

Job description

Concentrix is a technology-enabled global business services company focused on customer engagement and improving business performance. We are seeking a seasoned Quality and Training professional to drive continuous improvement across transaction quality and delivery in a dynamic environment.

The role emphasizes data-driven decision-making, coaching and mentoring, and cross-functional collaboration to ensure the highest standards of training and quality compliance.