BestJobs - Jobs - Training and Quality Manager (CDO)


  • Essential Functions/Core Responsibilities:

    Supervision of work group, including work assignment and attendance monitoring; providing input into

    selecting, training, developing, and completing performance appraisal of work group(s) in accordance

    with the organization’s policies and applicable legal requirements

    Maintain accurate metrics of direct reports individual performance as well as overall team level Training

    and Quality performance

    Manage resources across the assigned portfolio (personnel schedules, varying account needs)

    Evaluate levels of Training and Quality process and staff effectiveness and works with Business

    stakeholders to create and collaborate on execution of improvement action plans

    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


    Maintains appropriate Training and Quality staffing levels according to program requirements

    Contributes to the assessment, analysis, planning, design and delivery of training and quality solutions,

    collaborating with learning consultants and curriculum developers

    Acts as a primary point of contact for training and quality functions, partnering with program

    management within assigned accounts

    Carries out management responsibilities in accordance with the organization's policies and applicable

    laws; this includes interviewing, hiring, and training employees; planning, assigning, and directing work;

    appraising performance; rewarding and disciplining employees; addressing complaints

    Candidate Profile:

    7+ years related experience or experience in Contact Center environment

    Bachelor’s degree preferred

    Excellent communication skills, both written and verbal

    Ability to effectively present information to internal and external associates

    Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business


    Demonstrated ability to mentor, coach and provide direction to a team of employees

    Demonstrated ability to take initiative and ownership with focus on continuous improvement

    Demonstrated ability to foster customer service disposition and sense of professionalism for self and


    Solid understanding of the organization's business operations and industry

    Demonstrated business acumen

    Occasional travel required

  • Requirements

  • Years of experience: 2
  • Language(s): Tagalog
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Training and Quality Manager (CDO)

  • Cagayan, Cagayan Valley

  • Company

    Concentrix Philippines
  • Work type

    Permanent contract

  • Type of contract

    Full Time

  • Apply