Senior Training & Quality Leader for CX Operations

Concentrix Corporation; Quezon City; On-site; PHP 2,500,000 - 4,000,000; Full time

Job summary

Concentrix Corporation in Quezon City, Philippines, seeks a Sr. Manager, Training and Quality to lead the Training & Quality function across a large portfolio in a BPO environment.

You will align training and quality programs with client expectations, drive governance, and build high-performing teams to improve service quality and workforce readiness. The role requires strong leadership, analytical thinking, and the ability to manage multiple priorities in a fast-paced setting, with potential

Qualifications

• Bachelor's degree required or preferred.
• Experience in Training, Quality, Learning, QA, or contact center operations.
• Proven leadership of managers, supervisors, or senior specialists.
• Strong written, verbal, facilitation, and presentation skills.
• Proficient in Microsoft Office applications.
• Ability to lead large/complex teams and drive outcomes.
• Strong analytical and strategic thinking including trend analysis and root-cause identification.

Responsibilities

• Provides strategic and operational leadership for Training & Quality across portfolio(s).
• Sets direction for training delivery, quality monitoring, calibration, certification, governance, and process improvement.
• Builds and leads high-performing teams; improves capability, performance and engagement.
• Reviews performance, identifies trends, and implements corrective actions.
• Partners with senior leaders, clients, and support teams to align training/quality with requirements.
• Oversees audits, compliance, reporting, and standardization across scope.
• Drives initiatives to improve quality, workforce readiness, and cost efficiency.
• Uses data and performance reviews to support decision-making and planning.
• Leads cross-functional improvement initiatives with Operations, Client, and others.
• Provides executive updates and insights to stakeholders.

Skills

Leadership

Stakeholder management

Data analysis

Presentation skills

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Concentrix Corporation in Quezon City, Philippines, seeks a Sr. Manager, Training and Quality to lead the Training & Quality function across a large portfolio in a BPO environment.

You will align training and quality programs with client expectations, drive governance, and build high-performing teams to improve service quality and workforce readiness. The role requires strong leadership, analytical thinking, and the ability to manage multiple priorities in a fast-paced setting, with potential