Concentrix - Training & Quality Associate

Concentrix; Turkey; On-site; TRY 180,000 - 240,000; Full time

Job summary

Concentrix is seeking a training/quality assurance professional to monitor and improve contact center performance in a dynamic environment.

You will assess quality through audits, deliver training programs, and develop manuals while collaborating with managers to drive process improvements. Strong English communication, detail orientation, and MS Office proficiency are essential.

Qualifications

• Proven experience in a training or quality assurance role.
• Strong verbal and written communication skills in English.
• Ability to explain complex processes clearly and patiently.
• Proficiency in MS Office (Excel, PowerPoint, Word).
• Strong attention to detail and analytical thinking skills.
• Ability to provide objective feedback and coach others.
• Bachelor’s degree in a relevant field or equivalent experience.
• Advanced level English language is required.

Responsibilities

• Monitor employee performance through regular audits and call/service quality reviews.
• Provide constructive feedback to team members to improve service standards.
• Analyze quality data to identify performance gaps and training needs.
• Deliver training programs for new hires and ongoing skill development in Contact Center Operation
• Create and update training manuals, guides, and visual presentations.
• Collaborate with managers to implement process improvements.
• Track training completion rates and report on quality metrics.
• Maintain up-to-date knowledge of internal products, services, and policies.

Skills

Communication skills (verbal & written

Analytical thinking

Attention to detail

Coach others

Education

Bachelor’s degree or higher

Tools

MS Office

Job description

We’re Concentrix, a Fortune 500 technology and services leader, helping the world's best brands cut through AI hype and create intelligent operations that perform in the real world. We design, build, and run integrated human and AI solutions, harnessing the insight from billions of real-world interactions to help 2000+ of the world’s most complex organizations solve their toughest business challenges. Backed by 20+ years of operational experience and battle tested AI, we’re the Intelligent Transformation Partner that helps clients across every major vertical move from AI ambition to measurable, scalable performance.

Key Responsibilities:

• Monitor employee performance through regular audits and call/service quality reviews.
• Provide constructive feedback to team members to improve service standards.
• Analyze quality data to identify performance gaps and training needs.
• Deliver training programs for new hires and ongoing skill development in Contact Center Operation
• Create and update training manuals, guides, and visual presentations.
• Collaborate with managers to implement process improvements.
• Track training completion rates and report on quality metrics.
• Maintain up-to-date knowledge of internal products, services, and policies.

Qualifications:

• Proven experience in a training or quality assurance role.
• Strong verbal and written communication skills in English.
• Ability to explain complex processes clearly and patiently.
• Proficiency in MS Office (Excel, PowerPoint, Word).
• Strong attention to detail and analytical thinking skills.
• Ability to provide objective feedback and coach others.
• Bachelor’s degree in a relevant field or equivalent experience.
• Advanced level English language is required.