Senior Manager, Training & Quality - Strategic Excellence

Concentrix; Quezon City; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Concentrix in Metro Manila is seeking a Sr. Manager, Training and Quality to lead the Training & Quality function across multiple sites within a BPO environment. The role drives strategic alignment with business goals, client expectations, and continuous improvement.

You will lead managers, supervisors, and senior contributors to strengthen capability, consistency, compliance, and results while partnering with stakeholders to improve service quality and workforce readiness.

Qualifications

• Significant experience in Training, Quality, Learning, Quality Assurance, or contact center operations.
• Strong people leadership experience, including leadership of managers, supervisors, or senior specialists.
• Strong written, verbal, facilitation, and presentation skills.
• Proficient in Microsoft Office applications.
• Demonstrated ability to lead large or complex teams and drive business outcomes through others.
• Strong analytical and strategic thinking skills, including trend analysis, root cause identification, and action planning.
• Ability to build strong working relationships with internal and external stakeholders.
• Strong execution discipline, sound judgment, and ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Provides strategic and operational leadership for the Training & Quality function across assigned portfolio(s), programs, sites, or geographies.
• Establishes direction for training delivery, quality monitoring, calibration, certification, governance, and process improvement activities.
• Builds, develops, and leads high-performing teams and leaders who continuously improve capability, performance, and engagement.
• Reviews business performance, identifies trends, determines root causes, and ensures corrective and preventive actions are implemented.
• Partners with senior operations leaders, clients, account management, and support teams to align Training & Quality strategies with business and client requirements.
• Oversees audits, compliance reviews, reporting, and process standardization across the assigned scope.
• Drives initiatives that improve quality of support, enhance workforce preparation, reduce cost, and strengthen operational effectiveness.
• Ensures effective use of data, insights, and performance reviews to support decision-making and long-term planning.
• Leads complex, cross-functional task forces and improvement initiatives involving Operations, Client, Account Management, and Resource Unit partners.
• Provides executive-level updates, recommendations, and performance insights to internal and external stakeholders.
• Ensures applicable internal and client-required certification and training processes are implemented and maintained.
• Supports organizational readiness for growth, transformation, new business, and changing client requirements.

Skills

Leadership

Training

Quality

Quality Assurance

Stakeholder management

Analytical thinking

Presentation skills

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

Concentrix in Metro Manila is seeking a Sr. Manager, Training and Quality to lead the Training & Quality function across multiple sites within a BPO environment. The role drives strategic alignment with business goals, client expectations, and continuous improvement.

You will lead managers, supervisors, and senior contributors to strengthen capability, consistency, compliance, and results while partnering with stakeholders to improve service quality and workforce readiness.