Training & Quality Excellence Lead

Concentrix Philippines; Muntinlupa; On-site; PHP 558,000 - 949,000; Full time

Job summary

Convergys is seeking a Supervisor Training and Quality to lead the training department, plan and implement classroom training for client programs, and cultivate strong client and internal relationships. The role focuses on reducing costs, driving performance improvements, and increasing revenue through effective supervision and process enhancements.

The position requires overseeing training schedules, conducting trainer assessments, and coordinating with Training Managers, Operations, and

Qualifications

• Bachelor's Degree in related field from a four-year college or university, with two to four years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office.
• Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Ability to mentor, coach and provide direction to a team of employees.
• Self-starter with sense of urgency and ability to work under pressure.
• Ability to foster professionalism and relationship building for self and team.
• Strong attention to detail.
• Ability to work a flexible schedule.

Responsibilities

• Develop a department of well-trained, competent professionals who continuously improve the organization and themselves.
• Drive initiatives to improve the quality of training provided at Convergys in all departments by evaluating and improving internal processes.
• Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations.
• 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 Convergys managers, supervisors and consultants.
• Provide written and verbal feedback of trainer performance, based on personal observations and feedback from other internal and client sources.
• Conduct on site audits of trainers during live situations.
• Coordinate the maintenance and development of training workbooks and other training tools used by the Training organization.
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws; this includes interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints

Skills

Strong communication

Microsoft Office

Team leadership

Mentoring / coaching

Attention to detail

Work under pressure

Flexibility

Education

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

Convergys is seeking a Supervisor Training and Quality to lead the training department, plan and implement classroom training for client programs, and cultivate strong client and internal relationships. The role focuses on reducing costs, driving performance improvements, and increasing revenue through effective supervision and process enhancements.

The position requires overseeing training schedules, conducting trainer assessments, and coordinating with Training Managers, Operations, and