Training and Quality Specialist

Job Title:

Training and Quality Specialist

Job Description

The Training and Quality Specialist is responsible for the analysis, scheduling and implementation of all training and transactional monitoring in support of assigned client programs to ensure superior workforce preparation.

This position cultivates client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue. Responsible for the overall direction, coordination, and implementation on-site.

Essential Functions/Core Responsibilities

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  Drive initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processes
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  Evaluate consistency and accuracy through observation and analysis of training and quality evaluations
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  Create and maintain training schedule and client calibrations
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  Evaluate process and effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
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  Conduct Coaching and Development sessions with game-changers to drive continuous improvement.
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  Develop strong working relationships with key Business stakeholders, internal and external
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  Facilitate quality audits and training delivery
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  Ensure effective facilitation and coordination of calibration sessions attend calibration or monitoring sessions as appropriate
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  Support Training and Quality task forces / action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners)
• Conducts analysis on Training and Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans

Candidate Profile

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  2-4 years related experience or experience in Contact Center, Sales and Collections environment
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  Bachelor's degree preferred
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  Strong communication skills, both written and verbal
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  Proficient in Microsoft Office for reporting and analysis
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  Successful in multi-tasking, prioritization, and meeting timelines on deliverables
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  Ability to coach and develop game-changers
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  Self-starter, sense of urgency, and works well under pressure
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  Ability to foster a sense of professionalism and relationship building for self and team
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  Strong attention to detail
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  Ability to work a flexible schedule
• Occasional travel

Career Framework Role

Receives assignments in tasks oriented terms and sets priorities and complete assignments.
Coordinates and supports daily activities of business and game-changers.
On-site support for the Training and Quality for the business.
Drives achievement of set metrics and business goals thru training, coaching, and providing data analysis.
Supports in investigating escalated issues.

Location:

PHL Iloilo City 4th Floor, Two Global Center, Megaworld Blvd, Iloilo Business Park, Mandurriao

Language Requirements:

Time Type:

Full time