Senior Training & Quality Leader for Operational Excellence

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

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.