Sr. Training & Quality Manager

Convergys; Cape Town; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Concentrix, a global technology and services leader, seeks a Senior Training & Quality Manager to drive training and quality initiatives across clients and programs. You will lead a team, design curricula, and partner with Quality Leadership to improve customer experience and performance metrics.

The role requires a Bachelor’s degree, strong communication, and proven BPO leadership experience. Flexible hours to support North America accounts are available, with impact across multiple locations.

Qualifications

• Education: Bachelor’s degree required; advanced degrees or professional certifications are a plus.
• Exceptional written and verbal communications; ability to present to diverse audiences.
• Proven project management skills in fast-paced, deadline-driven environments.
• Mentor and develop team members to improve performance.
• Experience managing senior-level functional groups in a BPO environment.
• Willingness to support North America accounts during 2 PM–12 AM hours.

Responsibilities

• Oversee and enhance training for internal and external customers across multiple clients and locations.
• Lead a team in line with policies, including hiring, training, and performance management.
• Schedule trainer workloads and design course agendas to meet learner and client goals.
• Analyze training effectiveness and implement corrective actions.
• Collaborate with Quality Leadership and Account Management to align departmental objectives.
• Recommend policy and process improvements to support value-driven outcomes.
• Coordinate with Operations and Analytics to integrate quality initiatives.

Skills

Communication

Project Management

Mentorship

BPO Experience

Leadership

Education

Bachelor's degree in a relevant field

Job description

Job Title: Sr. Training & Quality Manager Job Description Exciting Opportunity: Senior Training & Quality Manager

Join our dynamic team as a Senior Training & Quality Manager, where you'll lead the charge in enhancing our Training and Quality functions across multiple clients, programs, and locations. The Senior Training & Quality Manager acts as a key strategic partner to senior operational and client stakeholders, leveraging performance data, insights, and best-practice methodologies to enhance customer experience, employee capability, operational consistency, and overall business outcomes.

Key Responsibilities:

Training Oversight: Manage the training of internal and external customers, providing product expertise and facilitating effective conversion mapping.

Supervisory Leadership: Lead a team in compliance with organizational policies, handling tasks like hiring, training, and performance management. Address complaints and resolve conflicts effectively.

Scheduling & Course Design: Coordinate trainer schedules and design course agendas, ensuring content meets learner needs and customer goals.

Continuous Improvement: Analyze training effectiveness through class attendance and evaluations, implementing corrective actions as needed. Conduct internal training sessions to keep staff up-to-date on product knowledge.

Stakeholder Collaboration: Build strong relationships with key stakeholders, including Quality Leadership and Account Management, to create departmental goals and objectives.

Process Recommendations: Suggest modifications to policies and procedures that align with company values and support process management goals.

Quality Integration: Work closely with other departments like Operations and Analytics to ensure seamless quality initiatives across the organization.

Essential Skills & Qualifications

Education: Bachelor’s degree in a relevant field is required. Advanced degrees or professional certifications are considered an advantage.

Exceptional Communication: Strong written and verbal communication skills. Ability to deliver effective presentations to diverse audiences.

Project Management Expertise: Proven ability to manage projects in a fast-paced, deadline-driven environment. Skilled at organizing priorities, meeting timelines, and driving results.

Mentorship Capabilities: Demonstrated ability to coach, mentor, and develop team members. Focused on supporting individual and team performance at a high level.

BPO Experience: Prior experience managing functional groups at a senior level within a BPO environment is essential. Strong understanding of operational leadership and client service delivery.

Flexibility: Open to supporting North America accounts during flexible working hours, specifically 2 PM – 12 AM, to meet client and business needs.

Location: ZAF Cape Town - 19 Hertzog Blvd, Cape Town, 8000

Language Requirements:

Time Type: Full time Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world’s best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand-defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.