Training & Quality Supervisor: Coach & Process Lead

Concentrix; Taguig; On-site; PHP 420,000 - 660,000; Full time

Job summary

Concentrix is seeking a Supervisor, Training and Quality to lead a team of evaluators and trainers across client programs, ensuring top-tier workforce preparation. You will coordinate calibration and monitoring sessions, manage training schedules, and drive corrective actions with business stakeholders.

Strong communication and leadership are essential to foster professional growth and performance. The role involves overseeing audits, certifying staff, and guiding initiatives to improve training

Qualifications

• 2-4 years related experience in a Contact Center environment.
• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office.
• Ability to lead a team in multi-tasking, prioritization and meeting timelines on deliverables.
• Ability to mentor, coach and provide direction to a team of employees.
• Self-starter, sense of urgency, and works well under pressure.
• Ability to foster professionalism and relationship building for self and team.
• Strong attention to detail.
• Ability to work a flexible schedule.
• Occasional travel.

Responsibilities

• Develop a department of well-trained, competent professionals.
• Drive initiatives to improve training and quality support by evaluating internal processes.
• Evaluate consistency and accuracy among trainers through observation of class evaluations.
• Create and maintain consultant training schedules.
• Collaborate with stakeholders to implement improvement action plans.
• Conduct coaching and development sessions with team members.
• Develop strong working relationships with key stakeholders, internal and external.
• Oversee audits of training and quality processes and recommend changes.
• Administer certification and training processes for staff.
• Ensure effective coordination of calibration sessions and participate in monitoring sessions as needed.
• Lead training and quality task forces with stakeholders to drive action plans.
• Analyze training and quality performance, identify trends and drive corrective actions.

Skills

Contact center experience

Written & verbal communication

Team leadership

Mentoring & coaching

Time management

Work under pressure

Tools

Microsoft Office

Job description

Concentrix is seeking a Supervisor, Training and Quality to lead a team of evaluators and trainers across client programs, ensuring top-tier workforce preparation. You will coordinate calibration and monitoring sessions, manage training schedules, and drive corrective actions with business stakeholders.

Strong communication and leadership are essential to foster professional growth and performance. The role involves overseeing audits, certifying staff, and guiding initiatives to improve training