Senior Training & Quality Leader — Cebu Onsite

Concentrix; Cebu City; On-site; PHP 900,000 - 1,800,000; Full time

Benefits offered by this job

Day 1 HMO

Competitive compensation

Job summary

Concentrix in Cebu IT Park is seeking a Sr. Manager, Training & Quality to oversee contact quality across inbound/outbound calls, chat, and email, ensuring calibration and scoring consistency.

Responsibilities include monitoring evaluations, reporting results to stakeholders, leading quality audits, maintaining knowledge base, and supporting training initiatives to improve Balanced Scorecards and profitability.

Qualifications

• Must have at least 1 year experience as a Sr. Manager, Training & Quality.
• 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.

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 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.

Skills

Effective communication

Multi-tasking

Timelines adherence

Healthcare program experience

Tools

Microsoft Office

Job description

Concentrix in Cebu IT Park is seeking a Sr. Manager, Training & Quality to oversee contact quality across inbound/outbound calls, chat, and email, ensuring calibration and scoring consistency.

Responsibilities include monitoring evaluations, reporting results to stakeholders, leading quality audits, maintaining knowledge base, and supporting training initiatives to improve Balanced Scorecards and profitability.