Training & Quality Lead — Coaching, Calibration, Growth

Concentrix; Mandaluyong; On-site; PHP 391,000 - 614,000; Full time

Job summary

Concentrix in Metro Manila is seeking a Supervisor, Training to help analyze, schedule and implement classroom training and Transactional Monitoring for assigned client programs across sites.

You will supervise Evaluators and Trainers, develop relationships with stakeholders, drive process improvements, and lead calibration sessions and action plans. A 2–4 year background in contact centers plus strong communication is required.

Qualifications

• 2-4 years related experience or experience in Contact Center environment.
• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Ability to mentor, coach and provide direction to a team of employees.

Responsibilities

• Develop a department of well-trained, competent professionals who continuously improve the organization and themselves.
• Drive initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processes.
• Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations.
• Create and maintain consultant training schedule.
• Evaluate levels of process and staff effectiveness and work with Business stakeholders to create and collaborate on execution of improvement action plans.
• Conduct Coaching and Development sessions with team members to drive continuous improvement.
• Develop strong working relationships with key Business stakeholders, internal and external.
• Oversee audits of key Training and Quality support processes within each account and recommends changes.
• Administration of applicable certification and training processes for staff up to and including internal and client requirements.
• Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate.
• Lead Training and Quality task forces / action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners).
• Conducts analysis on Training and Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans.

Skills

Communication skills

Team leadership

Mentoring & coaching

Multitasking & prioritization

Tools

Microsoft Office

Job description

Concentrix in Metro Manila is seeking a Supervisor, Training to help analyze, schedule and implement classroom training and Transactional Monitoring for assigned client programs across sites.

You will supervise Evaluators and Trainers, develop relationships with stakeholders, drive process improvements, and lead calibration sessions and action plans. A 2–4 year background in contact centers plus strong communication is required.