Training & Quality Lead, Contact Center Excellence

Concentrix; Cebu City; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

Concentrix Cebu City is seeking a Manager, Training and Quality to lead the design and delivery of training and quality initiatives for our contact center programs. You will oversee performance, staff development, and program-specific training across accounts, driving continuous improvement in collaboration with clients and operations.

You will set standards for quality monitoring, determine staffing levels, and mentor staff while partnering with learning consultants and curriculum developers to

Qualifications

• Bachelor's Degree in related field from a four-year college with seven years relevant experience (with at least two years of Progressive Management Experience) preferred.
• Strong communication and presentation skills.
• Familiarity with training and quality processes and standards.

Responsibilities

• Maintains staffing levels according to program requirements.
• Contributes to the assessment, design and delivery of training and quality solutions.
• Acts as a primary point of contact and performance consultant for training and quality functions, partnering with program management within assigned accounts.
• Develops and cultivates partnership 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 and knowledge of training processes.

Skills

Communication skills

Organizational skills

Mentoring & coaching

Initiative & ownership

Customer service orientation

Supervisory experience

Industry knowledge

Education

Bachelor's Degree in related field

Job description

Concentrix Cebu City is seeking a Manager, Training and Quality to lead the design and delivery of training and quality initiatives for our contact center programs. You will oversee performance, staff development, and program-specific training across accounts, driving continuous improvement in collaboration with clients and operations.

You will set standards for quality monitoring, determine staffing levels, and mentor staff while partnering with learning consultants and curriculum developers to