Quality & Training Manager

Concentrix; Mandaluyong; On-site; PHP 420,000 - 700,000; Full time

Benefits offered by this job

HMO active on Day 1

Monthly Incentives Program

Job summary

Concentrix is seeking a Quality Manager to oversee evaluation and assurance of customer interactions within a high-volume contact center in Bonifacio Global City, Taguig.

The role requires 1–2 years of relevant experience, strong written and verbal communication, and proficiency in Microsoft Office. On-site presence is required.

You will participate in calibration sessions, internal audits, and cross‑functional quality initiatives to drive service quality and performance metrics.

Qualifications

• 1–2 years of experience as a Quality Manager
• Willing to work onsite in BGC, Taguig
• Effective written and verbal communication
• Proficient in Microsoft Office
• Ability to multi-task and meet deadlines
• Detail-oriented

Responsibilities

• Monitor, evaluate, and audit inbound/outbound calls and chats/emails
• Report evaluation results to Quality Leadership, Operations, Client, Account Management, and Resource Unit partners
• Participate in calibration sessions/call listening withQuality Leadership, Operations, Program Management and clients
• Participate in internal quality audits to improve processes and efficiency
• Maintain knowledge base and understand client products/services
• Participate in quality task forces with stakeholders
• Meet departmental productivity targets (e.g. calls monitored, emails evaluated)
• Complete phone time to stay current on programs
• Contribute to maintaining forms and legends documents
• Support review of key drivers, metrics and operational processes that drive Balanced Scorecards

Skills

Quality management

On-site

Communication skills

MS Office

Multitasking

Detail-oriented

Tools

Microsoft Office

Job description

Concentrix is seeking a Quality Manager to oversee evaluation and assurance of customer interactions within a high-volume contact center in Bonifacio Global City, Taguig.

The role requires 1–2 years of relevant experience, strong written and verbal communication, and proficiency in Microsoft Office. On-site presence is required.

You will participate in calibration sessions, internal audits, and cross‑functional quality initiatives to drive service quality and performance metrics.