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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

Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 Roles and Responsibilities:
  • Monitors, evaluates calls from operations to strengthen the customer engagement.
  • Provides ‘real life’ UK conversation scenarios to assist colleagues in customer engagement. 
  • Works directly with the Training and Quality leaders / Managers in the center to create upskilling and coaching modules.  
  • Evaluates progression of colleagues using a Customer Champion guideline through remote monitoring and works with Training and Quality leaders to provide feedback to Operations. 
  • Conducts calibration sessions with Training, Quality and Operations Leaders.
  • Effective Presentation Skills: Commands attention and can manage group processes during a presentation; can change tactics midstream when something isn't working.
  • Classroom setup
  • One on One
  • Focus Groups
  • Commitment to Quality: Strong attention to detail and accuracy.
  • Action Oriented: Strong ability to handle multiple tasks.
  • Priority Setting: Identifies and creates focus on important areas.