Training & Quality Supervisor & Coach

Concentrix; Manila; On-site; PHP 450,000 - 650,000; Full time

Job summary

Concentrix Manila is seeking a Supervisor, Training who will assist in analysis, scheduling and implementation of classroom training and transactional monitoring across client programs to ensure high-quality workforce readiness.

You will supervise Evaluators and Trainers, coordinate calibration and certifications, drive process improvements with stakeholders, and lead action plans to meet client goals and performance metrics. Occasional travel may be required.

Qualifications

• 2-4 years related experience or experience in a Contact Center environment.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office applications.
• Ability to mentor, coach and lead a team.
• Self-starter with a sense of urgency and ability to work under pressure.
• Willingness to travel occasionally.

Responsibilities

• Develop a department of well-trained professionals and drive continuous improvement.
• Drive initiatives to improve training and quality support by evaluating processes.
• Evaluate trainer consistency through observation and metrics.
• Create and maintain training schedules.
• Collaborate with stakeholders to implement improvement action plans.
• Conduct coaching sessions to drive performance.
• Oversee audits of training and quality processes across accounts.
• Administer certifications and training processes per requirements.
• Coordinate calibration sessions and participate in monitoring as needed.
• Lead training and quality task forces with cross-functional partners.
• Analyze training and quality performance to identify trends and root causes and drive corrective actions.

Skills

People leadership

Coaching & development

Strong communication

Team motivation

Tools

Microsoft Office

Job description

Concentrix Manila is seeking a Supervisor, Training who will assist in analysis, scheduling and implementation of classroom training and transactional monitoring across client programs to ensure high-quality workforce readiness.

You will supervise Evaluators and Trainers, coordinate calibration and certifications, drive process improvements with stakeholders, and lead action plans to meet client goals and performance metrics. Occasional travel may be required.