Training & Quality Excellence Manager

Concentrix; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Concentrix in the Philippines seeks a Manager Training and Quality who will lead training and quality staff for contact center programs, driving performance and process improvements in partnership with program leaders and clients.

The role oversees design, delivery, new hire and continuing education, ensures standards for quality monitoring, and guides staffing, hiring, development, and evaluation of the team to meet client objectives and service levels.

Qualifications

• Bachelor's degree required with seven years of relevant experience, including at least two years in progressive management.
• Excellent written and verbal communication; ability to present to internal and external stakeholders.
• Experience handling Telco accounts is preferred.
• Strong ability to organize and prioritize projects in a fast-paced environment.
• Proven ability to mentor, coach and lead a team.
• Demonstrated initiative and ownership with a focus on continuous improvement.
• Ability to foster professional customer service and business acumen.

Responsibilities

• Maintains appropriate staffing levels according to program requirements.
• Contributes to assessment, design and delivery of training and quality solutions.
• Acts as primary point of contact and performance consultant for training and quality functions.
• Develops partnerships with clients, operations, program management, recruiting and other support functions.
• Coordinates with learning consultants and curriculum developers to provide learning and non-learning performance solutions.
• Observes and mentors trainers to maximize their skill sets.
• Monitors and ensures completion of daily administrative work such as data tracking and timekeeping.
• Attends calibration and operational team meetings to align with client and operations needs.

Skills

Excellent communication

Team mentoring

Staff management

Progressive management

Telco experience

Education

Bachelor's Degree in related field

Job description

Concentrix in the Philippines seeks a Manager Training and Quality who will lead training and quality staff for contact center programs, driving performance and process improvements in partnership with program leaders and clients.

The role oversees design, delivery, new hire and continuing education, ensures standards for quality monitoring, and guides staffing, hiring, development, and evaluation of the team to meet client objectives and service levels.