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Group Leader, Training & Quality in Quezon City, NCR at Concentrix

Date Posted: 2/20/2018

Job Snapshot

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Job Description

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  • Streamlining of training and quality processes including speed to competency, analytics and recommending process improvement techniques across different sites of the program. 

  • Drive performance optimization by identifying process gaps and opportunities to efficiency.

  • Perform employee development and administrative supervision of a team of training and quality assurance managers, leads and representatives.

  • Monitor compliance to program policies and procedures

  • Provide the operations team with necessary “line-of-sight” in managing the programs quality metrics via analysis of reports, trending analysis and recommending process improvement techniques. 

  • Participate in inter-departmental brainstorming sessions in addressing current program issues and creation of action plans in order to achieve goals and sustain improvements.

  • Assists the training department in identifying process gaps from quality monitoring of new hires and tenured agents.

  • Analysis of reports and data and to draw conclusions from data as well as suggest improvements.