Training & Quality Operations Lead

Concentrix; Metro Manila; On-site; PHP 650,000 - 850,000; Full time

Job summary

Concentrix in Manila, Philippines is seeking a Supervisor, Training to oversee classroom training and transactional monitoring across client programs. You will supervise evaluators and trainers, drive process improvements, and coordinate calibration sessions to ensure high-quality workforce preparation.

The role requires leadership, strong communication, and the ability to mentor and coach a team, with occasional travel.

Qualifications

• 2–4 years related experience or experience in Contact Center environment.
• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office.

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 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 recommend 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).
• Conduct analyses on Training and Quality performance and identify trends, determine root causes, present findings, and lead corrective action plans.

Skills

Leadership

Communication

Mentoring

Coaching

Time management

Multitasking

Travel flexibility

Tools

MS Office Suite

Job description

Concentrix in Manila, Philippines is seeking a Supervisor, Training to oversee classroom training and transactional monitoring across client programs. You will supervise evaluators and trainers, drive process improvements, and coordinate calibration sessions to ensure high-quality workforce preparation.

The role requires leadership, strong communication, and the ability to mentor and coach a team, with occasional travel.