Senior Training & Quality Leader — Remote

cnx; Muntinlupa; Hybrid; PHP 420,000 - 720,000; Full time

Job summary

Concentrix is seeking a Sr Supervisor, Training & Quality in the Philippines to oversee the analysis, scheduling and implementation of classroom training and monitoring across client programs. You will supervise Evaluators and Trainers, drive process improvements, and build cross-functional relationships to reduce costs and increase revenue.

The role requires 2–4 years in a contact center, strong communication, and the ability to mentor a team while meeting tight deadlines.

Qualifications

• 2-4 years related experience or experience in Contact Center environment.
• Bachelor’s degree preferred.
• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Ability to mentor, coach and provide direction to a team of employees.
• Self-starter, sense of urgency, and works well under pressure.
• Ability to foster a sense of professionalism and relationship building for self and team.
• Strong attention to detail.
• Ability to work a flexible schedule.
• Occasional travel.

Responsibilities

• Develop a department of well-trained, competent professionals who continuously improve the organization and themselves.
• Drive initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processes.
• Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations.
• Create and maintain consultant training schedule.
• Evaluate levels of process and staff effectiveness and work with Business stakeholders to create and collaborate on execution of improvement action plans.
• Conduct Coaching and Development sessions with team members to drive continuous improvement.
• Develop strong working relationships with key Business stakeholders, internal and external.
• Oversee audits of key Training and Quality support processes within each account and recommends changes.
• Administration of applicable certification and training processes for staff up to and including internal and client requirements.
• Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate.
• Lead Training and Quality task forces / action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners).
• Conducts analysis on Training and Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans.

Skills

Strong communication

Microsoft Office

Mentor and coach

Multitasking and prioritization

Detail oriented

Flexible schedule

Travel readiness

Education

Bachelor’s degree

Job description

Concentrix is seeking a Sr Supervisor, Training & Quality in the Philippines to oversee the analysis, scheduling and implementation of classroom training and monitoring across client programs. You will supervise Evaluators and Trainers, drive process improvements, and build cross-functional relationships to reduce costs and increase revenue.

The role requires 2–4 years in a contact center, strong communication, and the ability to mentor a team while meeting tight deadlines.