Description
The Senior Training and Quality Manager will lead and manage the training and quality assurance functions within Concentrix. This role is responsible for developing training programs, overseeing quality assurance processes, and ensuring that all training materials and activities are aligned with the company's strategic objectives. The role requires a strategic thinker who can drive the improvement of service delivery through effective training and quality management.
Key responsibilities:
- Design and implement training programs for new and existing employees, aligned with business and customer needs.
- Oversee quality assurance processes to ensure services exceed customer expectations.
- Lead a team of training and quality professionals, providing leadership, mentoring, and development opportunities.
- Collaborate with operations and customer services to identify training needs and improve performance.
- Analyze performance data to identify trends and propose improvements.
- Keep training materials and quality processes up to date, meeting industry standards.
- Develop and maintain relationships with key stakeholders to ensure alignment on training and quality objectives.
- Monitor customer feedback and implement corrective actions to improve service quality.
- Prepare and present training and quality performance reports to senior management and customers.
Main requirements:
- Advanced English proficiency: B2+ (must be very fluent in all aspects of communication).
- 3+ years of experience as a Quality & Training Manager, Operations Manager or Senior Operations Manager within the BPO industry.
- Studies in any field related (graduated).
- High leadership - ability to lead other leaders.
- Analytical thinker and problem solver.
- Excellent communication and management of relations with stakeholders, both internal and external.
- Strategic vision.
