Senior Manager, Training and Quality - Quezon City, Spark Cubao

Concentrix; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Concentrix is seeking a Senior Manager for Training and Quality to lead cross-functional teams across multiple geographies. You will shape the quality strategy, drive performance improvements, and collaborate with client leaders to align learning initiatives with business goals.

Responsibilities include managing staff, conducting root-cause analyses, and implementing scalable processes with measurable outcomes. Strong communication, project management and Six Sigma exposure are essential.

Qualifications

• Advance knowledge in MS Excel.
• In-depth knowledge of the BPO business.
• Experience in managing Quality processes.
• Experience in Business Transformation.
• Project Management experience driving large-scale improvements.
• Strong communication and presentation skills.
• Ability to engage Sr. Leadership and diverse teams.
• Excellent writing and reporting skills to document processes.
• Strategic thinking across a large operations footprint.
• Experience with AI and RPA is a plus.
• Power BI knowledge is a plus.
• Time management skills.
• Understanding COPC expectations.
• High performance management capabilities.
• Critical thinking / decision making.
• Resource management.
• DMAIC Six Sigma application.

Responsibilities

• Develop, manage, and implement annual plan aligned to business needs.
• Collaborate with client leaders to identify learning, performance, and quality needs.
• Implement scalable quality strategy and process tools for efficiency.
• Ensure staffing and utilization of Training and Quality staff.
• Mentor and evaluate direct reports; guide work groups per policy.
• Analyze quality issues, perform root-cause analysis, and drive improvements.
• Coordinate with clients on training amendments and policy updates.
• Maintain up-to-date knowledge base and testing of changes.
• Lead project management improvements and change implementations.
• Identify risks in projects and communicate with stakeholders.
• Support analysis of business performance to drive operational change.
• Drive operational excellence and implement training changes.
• Supervise per organizational policies including hiring and development.
• Provide analysis on critical training and quality metrics.
• Create and deliver required reporting per project charter.

Skills

Quality management

Project management

Strategic thinking

Stakeholder engagement

Leadership

Communication

Reporting

Decision making

Critical thinking

Resource management

Six Sigma DMAIC

AI & RPA knowledge

Tools

MS Excel

Power BI

Job description

The Senior Manager for Training and Quality is responsible for the overall direction, coordination and evaluation of all Training & Quality Leadership employees in the applicable portfolio or vertical. Develop comprehensive processes with appropriate linkages to organizational and operational efficiencies, effectiveness and contributing to business scorecard outcomes. Ensure compliance to client training & quality measures and sales/service performance and manage overall operation of Quality Team across multiple verticals, clients with programs across multiple sites or geographies within those verticals.

Essential Core and Functions

• Develop, manage, and implement annual plan to align to business drivers, needs, and priorities.
• Work with client business leaders to understand learning, performance, and quality needs and to understand opportunities to improve business results.
• Implement clear overall quality strategy with scalable process / tools/ systems that allow resource efficient monitoring of decision accuracy and align to client contract agreement.
• Ensure appropriate staffing and utilization of the Training and Quality staff.
• Select, train, develop, and manage performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the program’s policies and applicable legal requirements.
• Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance.
• Closely coordinates with clients on implementing new hire training amendments, policy updates, continuous educational trainings and upskilling of tenured production employees.
• Owns and holds accountable on ensuring knowledge base is up to date and employees are aware on changes through knowledge alignment, touch points, and process knowledge tests.
• Project management improvement capabilities, change implementation, measures timeliness of implementation and ensures employee knowledge application on their day to day activities.
• Identify potential risks or issues with project implementations, and proactively drive communication with internal and external stakeholders during projects.
• Serves as point of contact that support analysis on business performance to drive operational change around core operations, strategic initiatives, change management and adoption of new processes.
• Proactively drives operational excellence through identifying opportunities, recommend improvements, and implement training changes.
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws; this includes interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Provide analysis on critical training and quality metrics
• Assess training and quality issues, conduct root cause analysis, recommend insights, develop improvement plans and collaborate with operations team to improve performance
• Proactively identify opportunities in training and quality and coordinate with other functions
• Create and deliver required reporting as per project charter deliverables.

Candidate Qualification:

• Advance knowledge in MS excel
• In-depth knowledge of the BPO business
• Relevant experience in managing Quality processes
• Relevant experience in Business Transformation
• Project Management Experience – driving large scale improvement and transformation projects
• Strong communication and presentation skills.
• Ability to engage optimally to Sr. Leadership and people from all levels of the TQ organization
• Excellent writing and reporting skills in order to transform the conversations and the current working procedures into documented business processes
• Ability to think and drive strategic initiative across a large span of operations
• Relevant experience in AI and RPA is a plus
• Knowledge in Power Bi is a plus
• Time Management Strategies
• Understanding of the expectations for COPC
• High Performance Management Strategies
• Critical Thinking/Decision Making
• Resource Management
• Performance Improvement Processes -– Six Sigma application (DMAIC)