Sr. Manager, Training and Quality

Concentrix Corporation; Quezon City; On-site; PHP 2,500,000 - 4,000,000; Full time

Job summary

Concentrix Corporation in Quezon City, Philippines, seeks a Sr. Manager, Training and Quality to lead the Training & Quality function across a large portfolio in a BPO environment.

You will align training and quality programs with client expectations, drive governance, and build high-performing teams to improve service quality and workforce readiness. The role requires strong leadership, analytical thinking, and the ability to manage multiple priorities in a fast-paced setting, with potential

Qualifications

• Bachelor's degree required or preferred.
• Experience in Training, Quality, Learning, QA, or contact center operations.
• Proven leadership of managers, supervisors, or senior specialists.
• Strong written, verbal, facilitation, and presentation skills.
• Proficient in Microsoft Office applications.
• Ability to lead large/complex teams and drive outcomes.
• Strong analytical and strategic thinking including trend analysis and root-cause identification.

Responsibilities

• Provides strategic and operational leadership for Training & Quality across portfolio(s).
• Sets direction for training delivery, quality monitoring, calibration, certification, governance, and process improvement.
• Builds and leads high-performing teams; improves capability, performance and engagement.
• Reviews performance, identifies trends, and implements corrective actions.
• Partners with senior leaders, clients, and support teams to align training/quality with requirements.
• Oversees audits, compliance, reporting, and standardization across scope.
• Drives initiatives to improve quality, workforce readiness, and cost efficiency.
• Uses data and performance reviews to support decision-making and planning.
• Leads cross-functional improvement initiatives with Operations, Client, and others.
• Provides executive updates and insights to stakeholders.

Skills

Leadership

Stakeholder management

Data analysis

Presentation skills

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Sr. Manager, Training and Quality page is loaded## Sr. Manager, Training and Qualitylocations: PHL Quezon City - Tera Tower 20th Floorposted on: Posted Yesterdayjob requisition id: R1683226Job Title:Sr. Manager, Training and QualityJob DescriptionProvides overall leadership, direction, coordination, and evaluation of the Training & Quality function for a large, complex, or multi-site portfolio within a BPO/contact center environment.Drives strategic alignment of training and quality programs with business goals, client expectations, operational performance, and continuous improvement priorities.Leads through managers, supervisors, and senior individual contributors to strengthen organizational capability, consistency, compliance, and business results.Partners with internal and external stakeholders to improve service quality, workforce readiness, operational efficiency, and client satisfaction.\"**Essential Functions/Core Responsibilities**Provides strategic and operational leadership for the Training & Quality function across assigned portfolio(s), programs, sites, or geographies.Establishes direction for training delivery, quality monitoring, calibration, certification, governance, and process improvement activities.Builds, develops, and leads high-performing teams and leaders who continuously improve capability, performance, and engagement.Reviews business performance, identifies trends, determines root causes, and ensures corrective and preventive actions are implemented.Partners with senior operations leaders, clients, account management, and support teams to align Training & Quality strategies with business and client requirements.Oversees audits, compliance reviews, reporting, and process standardization across the assigned scope.Drives initiatives that improve quality of support, enhance workforce preparation, reduce cost, and strengthen operational effectiveness.Ensures effective use of data, insights, and performance reviews to support decision-making and long-term planning.Leads complex, cross-functional task forces and improvement initiatives involving Operations, Client, Account Management, and Resource Unit partners.Provides executive-level updates, recommendations, and performance insights to internal and external stakeholders.Ensures applicable internal and client-required certification and training processes are implemented and maintained.Supports organizational readiness for growth, transformation, new business, and changing client requirements.**Candidate Profile**Bachelor's degree preferred.Significant experience in Training, Quality, Learning, Quality Assurance, or contact center operations required.Strong people leadership experience, including leadership of managers, supervisors, or senior specialists, preferred.Strong written, verbal, facilitation, and presentation skills.Proficient in Microsoft Office applications.Demonstrated ability to lead large or complex teams and drive business outcomes through others.Strong analytical and strategic thinking skills, including trend analysis, root cause identification, and action planning.Ability to build strong working relationships with internal and external stakeholders.Strong execution discipline, sound judgment, and ability to manage multiple priorities in a fast-paced environment.Ability to work a flexible schedule and occasional travel may be required.**Disclaimer**The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.Location:PHL Quezon City - Tera Tower 20th FloorLanguage Requirements:Time Type:# **Mission:**### Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries.# **Company Overview:**### We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human-centered, tech-powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's... designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.