Training & Quality Leader - Data-Driven Coach (Hybrid)

Concentrix; Pasig; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

Concentrix in Manila seeks a Manager I, Training to lead analysis, scheduling, and execution of classroom training across client programs. You will cultivate client and department relationships to drive cost efficiency, performance gains, and revenue uplift, while steering overall direction, coordination, and evaluation of the training department.

The role requires 2–3 years in TQ within a BPO, plus at least 2 years leading Training and Quality teams.

Qualifications

• Minimum 2–3 years of experience in TQ within a BPO environment.
• At least 2 years of experience in a Training and Quality leadership role.
• Strong experience in designing, delivering, and evaluating training programs for customer service or operations teams.

Responsibilities

• Develop a department of well-trained professionals who continuously improve the organization and themselves.
• 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 and cultivate relationships with Training Manager(s) and Operations.
• Coordinate the maintenance and development of training workbooks and other training tools.

Skills

Stakeholder management

Data analysis

Coaching & mentoring

MS Office tools

Power BI

Tools

Power BI

QA/LMS tools

Job description

Concentrix in Manila seeks a Manager I, Training to lead analysis, scheduling, and execution of classroom training across client programs. You will cultivate client and department relationships to drive cost efficiency, performance gains, and revenue uplift, while steering overall direction, coordination, and evaluation of the training department.

The role requires 2–3 years in TQ within a BPO, plus at least 2 years leading Training and Quality teams.