Sr. Manager, Training and Quality for Healthcare

Concentrix; Cebu City; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Day 1 HMO

Competitive Compensation

Job summary

Concentrix Cebu IT Park is seeking a Sr. Manager, Training & Quality to lead evaluation and improvement of contact quality onsite. The role focuses on coaching, calibration, and program knowledge across calls, chats, and emails.

You will collaborate with Quality Leadership, Operations, Client, and Management to drive consistent scoring and process enhancements for healthcare programs.

Qualifications

• Must have at least 1 year experience as Sr. Manager, Training & Quality.
• Willingness to work onsite in Cebu IT Park.
• Experience handling healthcare programs.
• Strong written and verbal communication skills.

Responsibilities

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

Skills

Effective communication

Multi-tasking & timelines

Healthcare program experience

Tools

Microsoft Office

Job description

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

What's in it for you

• Day 1 HMO
• Competitive Compensation

Essential Functions/Core 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 practice
• 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 strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate 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
• Complete phone time to keep current on programs (as applicable
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals