Specialist, Training & Quality

Concentrix; Makati; On-site; PHP 279,000 - 390,600; Full time

Benefits offered by this job

Health Insurance with Dental Coverage

Paid Time off

Bereavement Leave

Life Insurance Group Personal Accident Program

Employee Assistance Program

Recognition programs

Wellness Incentive Program

Learning and Development Programs

Job summary

A leading IT services company in Makati is seeking a Specialist in Training & Quality. In this entry-level role, you will monitor and evaluate calls, report to business stakeholders, and participate in quality audits. The ideal candidate holds a Bachelor's degree and possesses effective communication skills. This full-time position includes health insurance and various employee benefits.

Qualifications

• Less than one year of relevant experience preferred.
• Effective communication skills, both written and verbal.
• Proficient in Microsoft Office.

Responsibilities

• Monitors, evaluates, and audits inbound and outbound calls.
• Reports results of evaluations to business stakeholders.
• Participates in calibration sessions to ensure scoring consistency.

Skills

Effective communication skills

Proficient in Microsoft Office

Detail-oriented

Ability to multi-task

Education

Bachelor's Degree in a related field

Job description

Concentrix Makati, National Capital Region, Philippines

Specialist, Training & Quality

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 practices
• Participates in internal quality audits (e.g., periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains a strong program knowledge base and a basic understanding of client products, services, and/or program strategies
• Participates 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, etc.)
• Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focuses on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Qualifications

• Bachelor's Degree in a related field from a four‑year college or university (less than one year of relevant experience preferred)
• Effective communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi‑task and meet timelines on deliverables
• Detail‑oriented

Benefits and Perks

• Health Insurance with Dental Coverage for Employees
• Paid Time off
• Bereavement Leave
• Life Insurance Group Personal Accident Program
• Employee Assistance Program
• Recognition programs
• Wellness Incentive Program
• Learning and Development Programs

Work Setup

Onsite, Ayala North Exchange, Makati City

Employment Details

• Seniority level: Entry level
• Employment type: Full‑time
• Job function: Quality Assurance
• Industries: IT Services and IT Consulting