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Sr. Advisor, Training & Quality in CEBU, PH at Concentrix

Date Posted: 5/15/2018

Job Snapshot

  • Employee Type:
  • Location:
    CEBU, PH
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Facilitation of new hire training/process and product specifics for various accounts. Training needs analysis; module preparation, revision and review; coaching. Performance evaluation of trainees.
Key roles and responsibilities include but not limited to:
  • Work with our Core Dynamics Sales team to support high level product & sales enquiries, identify areas of improvement, training needs and drive development of the Sellers
  • Work in a fast-paced, collaborative, and dynamic teaming environment & help our Sellers solve complex Dynamics support requests, manage opportunities, and drive pipeline through the sales cycle
  • Liaise directly with customers to ensure their understanding of Dynamics solutions & the benefits this can bring to meet their specific business needs
  • Assist in creating content for the Learning & Development Team, provide actionable insights & feedback for the account to help shape our approach and develop our Sellers
  • Collaborate with Team/Operations Managers to identify operational needs and new implementations
  • Develop accurate strategy for training material, content, and assessments.
  • Be accountable for the quality department needs
  • Work with CORE team in account certifications analysis, content creation, planning for Sellers
  • Obsess over the account’s customers and prospects to deliver a world-class customer engagement experience
  • Assess the progress of the trainees, map the areas of improvement and share the feedback with the participants as per the defined process.
  • Work in a team and extend cooperation to different departments to create conducive & cohesive training environment.
  • Interacts with clients when necessary for training purposes
 Problem Solving:
  • Assess training needs and provide training opportunities to ensure consistent performance in account’s key metrics.
  • Identify potential process issues among the team and present recommendations to address this.
  • Manage data and create reports capturing performance gaps, and achievements of programs handled.
  • Partners with quality team to determine areas of opportunity in agent performance.
  • Conduct refresher trainings for the existing team members
  • Act as a change agent and provide implementation assistance as and when the need arises
  • Provide subject matter expertise on processes
  • Recommends changes to curriculum, methods or activities based on observations during training delivery.


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