The Training & Quality Senior Manager for Australian Culture will be responsible for leading the design, development, and delivery of a comprehensive cultural training program for Concentrix's teams supporting the financial services program. This role is crucial for ensuring our operational teams not only meet but exceed the unique cultural, ethical, and regulatory standards of the Australian financial services industry.
Candidate Profile:
- Must be a seasoned leader for Training and Quality with a track record of facilitating cultural training for multiple years, ideally between 4 to 8 years.
- In-depth knowledge and experience in Australian Culture.
- Bachelor's Degree in related field from a four-year college or university with less than two years of relevant experience preferred
- Strong communication skills, both written and verbal
- Proficient in Microsoft Office
- Ability to multi-task, prioritize, and meet timelines on deliverables
- Self-starter, sense of urgency, and works well under pressure
- Strong attention to detail
- Sense of professionalism and ability to develop relationships
- This is open to Filipinos as well as Australian nationals residing in the Philippines.
Duties and Responsibilities:
- Evaluate offshore agents to ensure adherence to communication, culture and language acceptability standards. This individual is also responsible for providing coaching/feedback to offshore agents in order to develop their communication skills.
- Evaluate language quality and communication skills using the standardized communication monitoring form
- Provide feedback to agents through call monitoring system and in-person to assist Team Leaders in development of front-line employees
- Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for agents undergoing transition
- Ensure that agents adhere to the certification process and guide them through the two required levels
- Participate in calibration sessions with Quality and Communication & Culture Training (CCT) leadership staff, Concentrix personnel and clients
- Attend meetings with the Training & Quality teams, and the account leadership team to provide input on current performance, create action plans that influence performance (e.g. curriculum revision)
- Capture common errors among agents and recommend rapid action plans(e.g. huddle sessions for those with language opportunities)
- Achieve departmental productivity requirements (e.g. number of calls monitored per week on schedule, calibration time, etc.)
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
