Senior Manager, Training and Quality - Cebu

Concentrix Philippines; Cebu City; Sur place; PHP 900 000 - 1 500 000; Plein temps

Résumé du poste

Concentrix Philippines in Cebu IT Park seeks a Senior Training & Quality Manager to lead quality and training strategy, drive improvement projects, and realize benefits for the account leadership and clients.

You will monitor calls, emails and chat, report results, participate in calibration, and support quality audits while maintaining program knowledge and processes.

This onsite role requires strong communication and healthcare program experience, with a focus on productivity and profitability.

Qualifications

• Must have at least 1 year experience as a Sr. Manager, Training & Quality
• Must be willing to work onsite in Cebu IT Park
• Effective written and verbal communication skills
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverables
• Experience in handling healthcare program

Responsabilités

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

Connaissances

Effective communication

Multitasking

Healthcare program experience

Outils

Microsoft Office

Description du poste

The Senior Training & Quality Manager will manage day to day activities defined for business benefits including but not limited to implementation of Quality strategy, Quality/Training improvement opportunity identification, leading / mentoring the improvement projects, benefits realization, communications with account leadership, DPE’s and implementation manager(s).

Candidate Profile

• Must have at least 1 year experience as a Sr. Manager, Training & Quality
• Must be willing to work onsite in Cebu IT Park
• Effective communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverables
• Experience in handling healthcare program

Essential Functions/Core 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 appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practice
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated
• Complete phone time to keep current on programs (as applicable
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals