Training and Quality Supervisor

Essential Functions/Core Responsibilities

•         Develop a department of well-trained, competent professionals who continuously improve the organization and themselves

•         Drive initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processes

•         Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations

•         Create and maintain consultant training schedule

•         Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans

•         Conduct Coaching and Development sessions with team members to drive continuous improvement.

•         Develop strong working relationships with key Business stakeholders, internal and external

•         Oversee audits of key Training and Quality support processes within each account and recommends changes

•         Administration of applicable certification and training processes for staff up to and including internal and client requirements

•         Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate

•         Lead 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

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