Training & Quality Lead - Contact Center Excellence

Concentrix Philippines

Taguig

On-site

PHP 1,200,000 - 1,800,000

Full time

2 days ago

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Job summary

Concentrix Philippines in Taguig is seeking a Manager Training and Quality to lead training and quality staff for contact center programs. You will drive staff performance and partner with program leadership and clients to design and deliver training and quality initiatives.

You will oversee new hire, continuing education, and program-specific training, develop standards for quality monitoring, and ensure processes guide operations to correct problems while determining staffing levels and

Qualifications

Bachelor's degree in a related field; seven years of relevant experience preferred.
At least two years of progressive management experience.

Responsibilities

Maintains appropriate staffing levels according to program requirements.
Contributes to assessment, design and delivery of training and quality solutions.
Acts as primary contact and performance consultant for training and quality functions.
Develops partnerships with clients, operations, program management and recruiting.
Coords with learning consultants and curriculum developers to provide solutions.
Observes and mentors trainers to maximize skills and training methodologies.
Monitors daily admin tasks such as tracking data and timekeeping.
Attends calibration and team meetings to align with client needs.