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Job Description
Job Title:
Sr. Manager, Training and QualityJob Description
Primary PurposeLeads the strategic alignment of Training & Quality across multiple programs.
Partners closely with Operations leadership to ensure Training & Quality initiatives support client-specific business goals and KPIs.
Serves as the primary point of contact for Training & Quality matters at both regional and global levels for supported programs.
Core Responsibilities
Develop and execute Training & Quality strategy across multiple lines of business.
Drive achievement of client KPIs, quality scores, compliance requirements, and training effectiveness.
Partner with Operations, Workforce Management, Client Services, and other support functions.
Manage and develop Managers, Supervisors, Trainers, Quality Leaders, and related TQ support functions.
Lead governance reviews, business reviews, action plans, and performance improvement initiatives.
Provide executive-level reporting and insights on performance trends, quality outcomes, and learning effectiveness.
Ensure consistency in quality standards, calibration processes, coaching frameworks, and training delivery.
Support client presentations, QBRs, MBRs, audits, and strategic improvement initiatives.
Primary Purpose
- Leads the strategic alignment of Training & Quality across multiple programs.
- Partners closely with Operations leadership to ensure Training & Quality initiatives support client-specific business goals and KPIs.
- Serves as the primary point of contact for Training & Quality matters at both regional and global levels for supported programs.
Core Responsibilities
- Develop and execute Training & Quality strategy across multiple lines of business.
- Drive achievement of client KPIs, quality scores, compliance requirements, and training effectiveness.
- Partner with Operations, Workforce Management, Client Services, and other support functions.
- Manage and develop Managers, Supervisors, Trainers, Quality Leaders, and related TQ support functions.
- Lead governance reviews, business reviews, action plans, and performance improvement initiatives.
- Provide executive-level reporting and insights on performance trends, quality outcomes, and learning effectiveness.
- Ensure consistency in quality standards, calibration processes, coaching frameworks, and training delivery.
- Support client presentations, QBRs, MBRs, audits, and strategic improvement initiatives.
Location:
PHL Cebu City - Cebu Exchange Tower, Salinas Drive, Cebu IT Park, LahugLanguage Requirements:
Time Type:
Full timeMore Info
Key Skills
Performance improvement initiatives
Client KPIs
Compliance requirements
Training effectiveness
Training Quality strategy
Coaching frameworks
Calibration processes
Quality standards
MBRs
Governance reviews
Quality scores
QBRs
Executive-level reporting
About Company
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 designbrand-defining experiences. The technologists & engineers who buildsmarter 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.