Senior Manager, Healthcare Training & Quality (Onsite Cebu)

Concentrix; Cebu City; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Day 1 HMO

Competitive Compensation

Job summary

Concentrix Cebu IT Park is seeking a Sr. Manager, Training & Quality to lead evaluation and improvement of contact quality onsite. The role focuses on coaching, calibration, and program knowledge across calls, chats, and emails.

You will collaborate with Quality Leadership, Operations, Client, and Management to drive consistent scoring and process enhancements for healthcare programs.

Qualifications

• Must have at least 1 year experience as Sr. Manager, Training & Quality.
• Willingness to work onsite in Cebu IT Park.
• Experience handling healthcare programs.
• Strong written and verbal communication skills.

Responsibilities

• Monitors, evaluates, and audits inbound/outbound calls, chats, and emails.
• Reports results of evaluations to Quality Leadership, Operations, Client, Account Management, and Resource Unit partners.
• Participates in calibration sessions to ensure scoring consistency and best practices.
• Participates in internal quality audits to improve processes.
• Maintains program knowledge base and understanding of client products/services.
• Participate in quality task forces with Business stakeholders.
• Meet departmental productivity requirements (e.g. calls monitored, emails evaluated).
• Complete phone time to stay current on programs.
• Contribute to maintaining forms and legends documents.
• Support management focus on key drivers, metrics and processes (including Training) that drive Balanced Scorecards and profitability.

Skills

Effective communication

Multi-tasking & timelines

Healthcare program experience

Tools

Microsoft Office

Job description

Concentrix Cebu IT Park is seeking a Sr. Manager, Training & Quality to lead evaluation and improvement of contact quality onsite. The role focuses on coaching, calibration, and program knowledge across calls, chats, and emails.

You will collaborate with Quality Leadership, Operations, Client, and Management to drive consistent scoring and process enhancements for healthcare programs.