Sr. Manager, Training and Quality for Healthcare (QC)

Concentrix; Manila; On-site; PHP 1,339,200 - 2,008,800; Full time

Benefits offered by this job

Day 1 HMO

Competitive Compensation

Job summary

Concentrix Philippines is seeking a Sr. Manager, Training & Quality to lead evaluation and calibration of contact quality across channels. You will monitor calls, audits, and metrics, report results to Quality Leadership and Operations, and participate in calibration sessions with clients.

The role requires at least 1 year of relevant experience, strong communication, and proficiency in Microsoft Office, with onsite work at UP Technohub. Healthcare program exposure is a plus.

Qualifications

• 1+ year experience as a Sr. Manager, Training & Quality
• Willing to work onsite in UP Technohub
• Effective written and verbal communication
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines
• Experience handling healthcare program

Responsibilities

• Monitors, evaluates and/or audits inbound/outbound calls, chat, and email
• Reports results of evaluations to Quality Leadership, Operations, Client, Account Management, and Resource Unit partners
• Participates in calibration sessions/call listening sessions to ensure scoring consistency and best practices
• Participates in internal quality audits to improve processes and efficiency
• Maintains program knowledge base and understanding of client products/services/program strategies
• Participates in quality task forces with Business stakeholders
• Meets departmental productivity requirements (e.g., calls monitored, emails evaluated)
• Contributes to maintaining forms and legends documents
• Supports management focus on review of key drivers, metrics, and processes that drive balanced scorecards and profitability

Skills

Sr. Manager Training

Written and Verbal Communication

Microsoft Office

Multi-tasking

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 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 emai
• 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 change
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategie
• 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
• Contribute to maintaining forms and legends document
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goal