Training and Quality Manager - Davao

Concentrix Philippines; Davao City; In loco; PHP 600.000 - 900.000; Tempo pieno

Descrizione del lavoro

Concentrix Philippines seeks a Training & Quality Manager to oversee classroom training for client programs, driving performance and cost efficiency. You will direct the department, coordinate with QA and Operations, and build strong relationships with stakeholders to deliver superior workforce readiness.

You will coach trainers, conduct calibration sessions, and manage training workbooks while leveraging data analytics (Excel/Power BI) to inform improvement plans.

Competenze

• 2–3 years TQ experience in a BPO.
• 2+ years in Training & Quality leadership.
• Experience designing and evaluating training.
• Proven coaching and QA-driven improvement.
• Understanding of BPO quality frameworks and KPIs.
• Calibration session experience across QA & ops.
• Strong facilitation and communication skills.
• Turn performance data into improvements.
• Experience in a fast-paced, multi-priority BPO.
• MS Office skills; QA/LMS tools knowledge.

Mansioni

• Develop a high-performing training department.
• Lead Train-the-Trainer sessions.
• Hold quarterly trainer one-on-ones.
• Coordinate with QA and Operations on consistency.
• Create and maintain training schedules.
• Foster relationships with training and operations teams.
• Maintain training workbooks and tools.

Conoscenze

Stakeholder management

Data analysis

Coaching & mentoring

Communication skills

Strumenti

Excel

Power BI

PowerPoint

QA/LMS tools

Descrizione del lavoro

Training & Quality Manager

• Minimum 2-3years people management experience in Training, Quality, Learning & Development,

• 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

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 schedule

• Cultivate 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)

Career Framework Role

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 medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight. 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