Sr. Manager, Training and Quality

Concentrix Philippines; Cebu City; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Concentrix Philippines in Cebu City seeks a Sr. Manager, Training and Quality to lead strategic alignment of Training & Quality across multiple programs and partner with Operations leadership to align initiatives with client KPIs.

You will serve as primary regional/global TQ contact, drive strategy, governance reviews, performance improvement, and provide executive-level reporting on quality outcomes and learning effectiveness.

Qualifications

• Experience leading Training & Quality programs across multiple lines of business.
• Strong ability to align Training & Quality initiatives with client KPIs.
• Proven capability to manage and develop managers, supervisors, and training teams.

Responsibilities

• Lead strategic alignment of Training & Quality across multiple programs.
• Partner with Operations leadership to ensure initiatives support client goals and KPIs.
• Serve as primary contact for Training & Quality at regional and global levels for supported programs.
• Develop and execute Training & Quality strategy across lines of business.
• Drive achievement of client KPIs, quality scores, compliance, and training effectiveness.
• Partner with Operations, Workforce Management, Client Services, and support functions.
• Manage and develop Managers, Supervisors, Trainers, and Quality Leaders.
• Lead governance reviews, action plans, and performance improvement initiatives.
• Provide executive-level reporting on performance trends, quality outcomes, and learning effectiveness.
• Ensure consistency in quality standards, calibration processes, coaching frameworks, and training delivery.
• Support client presentations, QBRs, MBRs, audits, and strategic improvement initiatives.

Job description

Job Title:

Sr. Manager, Training and Quality

Job Description

Primary Purpose

Leads the strategic alignment of Training & Quality across multiple programs.
Partners closely with Operations leadership to ensure Training & Quality initiatives support client-specific business goals and KPIs.
Serves as the primary point of contact for Training & Quality matters at both regional and global levels for supported programs.
Core Responsibilities
Develop and execute Training & Quality strategy across multiple lines of business.
Drive achievement of client KPIs, quality scores, compliance requirements, and training effectiveness.
Partner with Operations, Workforce Management, Client Services, and other support functions.
Manage and develop Managers, Supervisors, Trainers, Quality Leaders, and related TQ support functions.
Lead governance reviews, business reviews, action plans, and performance improvement initiatives.
Provide executive-level reporting and insights on performance trends, quality outcomes, and learning effectiveness.
Ensure consistency in quality standards, calibration processes, coaching frameworks, and training delivery.
Support client presentations, QBRs, MBRs, audits, and strategic improvement initiatives.

• Leads the strategic alignment of Training & Quality across multiple programs.
• Partners closely with Operations leadership to ensure Training & Quality initiatives support client-specific business goals and KPIs.
• Serves as the primary point of contact for Training & Quality matters at both regional and global levels for supported programs.

Core Responsibilities

• Develop and execute Training & Quality strategy across multiple lines of business.
• Drive achievement of client KPIs, quality scores, compliance requirements, and training effectiveness.
• Partner with Operations, Workforce Management, Client Services, and other support functions.
• Manage and develop Managers, Supervisors, Trainers, Quality Leaders, and related TQ support functions.
• Lead governance reviews, business reviews, action plans, and performance improvement initiatives.
• Provide executive-level reporting and insights on performance trends, quality outcomes, and learning effectiveness.
• Ensure consistency in quality standards, calibration processes, coaching frameworks, and training delivery.
• Support client presentations, QBRs, MBRs, audits, and strategic improvement initiatives.

Location

PHL Cebu City - Cebu Exchange Tower, Salinas Drive, Cebu IT Park, Lahug

Language Requirements

Time Type

Full time