Sr. Manager, Training and Quality for Healthcare (UP Technohub)

Concentrix; Quezon City; On-site; PHP 1,339,000 - 2,009,000; Full time

Benefits offered by this job

Day 1 HMO

Competitive Compensation

Job summary

Concentrix in the Philippines is seeking a Sr. Manager, Training & Quality to oversee evaluation programs across calls, chat, and email and ensure quality outcomes. The role requires onsite work at UP Technohub and strong communication, multitasking, and healthcare domain experience.

The position emphasizes calibration with stakeholders, internal audits, and maintaining robust program knowledge to support performance metrics and profitability goals.

Qualifications

• Experience communicating clearly in English, both written and verbal.
• Ability to multitask and manage competing deadlines.
• Exposure to healthcare programs or healthcare-related operations is a plus.
• Familiarity with quality evaluation processes and scorecards.
• Comfort working onsite and collaborating with cross-functional teams.

Responsibilities

• Monitors, evaluates and audits a sample of inbound and outbound calls and other contact methods including chat and email.
• Reports results of evaluations to Quality Leadership, Operations, Client, Account Management, and Resource Unit partners.
• Participates in calibration sessions and call listening with stakeholders to ensure scoring consistency.
• Participates in internal quality audits to improve processes and efficiencies.
• Maintains strong program knowledge and understanding of client products, services and program strategies.
• Participates in quality task forces with Business stakeholders.
• Meets departmental productivity requirements for calls and emails evaluated.
• Completes phone time to stay current on programs.
• Contributes to maintaining forms and legends documents.
• Supports management focus on review of key drivers, metrics, and processes that driveBalanced Scorecards and profitability goals.

Skills

Effective communication

Multitasking

Deliverables timelines

Quality monitoring

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 UP Technohub
• 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