Training And Quality Manager - Bridgetowne

Concentrix; Pasig; Hybride; PHP 900 000 - 1 300 000; Plein temps

Résumé du poste

Concentrix in Manila seeks a Manager I, Training to lead analysis, scheduling, and execution of classroom training across client programs. You will cultivate client and department relationships to drive cost efficiency, performance gains, and revenue uplift, while steering overall direction, coordination, and evaluation of the training department.

The role requires 2–3 years in TQ within a BPO, plus at least 2 years leading Training and Quality teams.

Qualifications

• Minimum 2–3 years of experience in TQ within a BPO environment.
• At least 2 years of experience in a Training and Quality leadership role.
• Strong experience in designing, delivering, and evaluating training programs for customer service or operations teams.

Responsabilités

• Develop a department of well-trained professionals who continuously improve the organization and themselves.
• Conduct Train-the-Trainer sessions.
• Conduct quarterly one-on-ones with Trainers.
• Coordinate with the Quality Supervisor and Operations on consistency issues.
• Create and maintain consultant training schedule and cultivate relationships with Training Manager(s) and Operations.
• Coordinate the maintenance and development of training workbooks and other training tools.

Connaissances

Stakeholder management

Data analysis

Coaching & mentoring

MS Office tools

Power BI

Outils

Power BI

QA/LMS tools

Description du poste

• Strong stakeholder management and ability to influence senior leadership.
• Advanced proficiency in data analysis, reporting, and presentation tools (Excel, Power BI, PowerPoint).
• Strong coaching, mentoring, and talent development capabilities
• Hours of Operations: Flexible
• Work Arrangement: Hybrid

Job Description

The Manager I, Training assist with the analysis, scheduling and implementation of all classroom training in support of client programs to ensure superior workforce preparation. This position is responsible for cultivating client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue. Responsible for the overall direction, coordination, and evaluation of the department.

Essential Functions/Core Responsibilities

• Develop a department of well-trained, competent professionals who continuously improve the organization and themselves
• Conduct Train-the-Trainer sessions
• Conduct quarterly one-on-ones with Trainers
• Coordinate with the Quality Supervisor and Operations on consistency issues
• Create and maintain consultant training scheduleCultivate a close working relationship with Training Manager(s), Training department personnel, Operations, and other Concentrix managers, supervisors and consultants
• Coordinate the maintenance and development of training workbooks and other training tools used by the Training organization

Candidate Profile

• Minimum 2-3 years of experience in TQ within a BPO environment
• At least 2 years of experience in a Training and Quality leadership role
• Strong experience in designing, delivering, and evaluating training programs for customer service or operations teams
• Proven ability to drive performance improvement through coaching, feedback, and QA-driven insights
• Solid understanding of BPO quality frameworks, audit processes, and operational KPIs (e.g., QA scores, CSAT, productivity, AHT)
• Experience conducting calibration sessions and ensuring alignment across QA and operations stakeholders
• Strong facilitation and communication skills, with the ability to deliver training and influence frontline employees and supervisors
• Ability to analyze performance data and translate insights into actionable improvement plans
• Experience working in a fast-paced BPO environment with multiple priorities and shifting demands
• Proficiency in MS Office (Excel, PowerPoint); experience with QA/LMS tools (e.g., PULSE or similar platforms) is an advantage

Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

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.

Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.