Senior Training & Quality Manager - Onsite Cebu IT Park

Concentrix Philippines; Cebu City; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Concentrix Philippines in Cebu IT Park seeks a Senior Training & Quality Manager to lead quality and training strategy, drive improvement projects, and realize benefits for the account leadership and clients.

You will monitor calls, emails and chat, report results, participate in calibration, and support quality audits while maintaining program knowledge and processes.

This onsite role requires strong communication and healthcare program experience, with a focus on productivity and profitability.

Qualifications

• Must have at least 1 year experience as a Sr. Manager, Training & Quality
• Must be willing to work onsite in Cebu IT Park
• Effective written and verbal communication skills
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverables
• Experience in handling healthcare program

Responsibilities

• Monitors, evaluates and audits inbound/outbound calls, chat and email
• Reports results of evaluations to Quality Leadership, Operations, Client, Account Management, and Resource Unit partners
• Participates in calibration sessions/call listening sessions to ensure scoring consistency
• Participates in internal quality audits to improve processes and efficiencies
• Maintains strong program knowledge base and understanding of client products/services
• Participate in quality task forces with Business stakeholders
• Meet departmental productivity requirements (calls monitored, emails evaluated)
• Complete phone time to keep current on programs
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes that drive Balanced Scorecards and profitability

Skills

Effective communication

Multitasking

Healthcare program experience

Tools

Microsoft Office

Job description

Concentrix Philippines in Cebu IT Park seeks a Senior Training & Quality Manager to lead quality and training strategy, drive improvement projects, and realize benefits for the account leadership and clients.

You will monitor calls, emails and chat, report results, participate in calibration, and support quality audits while maintaining program knowledge and processes.

This onsite role requires strong communication and healthcare program experience, with a focus on productivity and profitability.