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Sr. Manager, Training and Quality

Concentrix • Business Process Outsourcing (BPO) • Call Center Services • 2 days ago
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Salary
≈ $12k – $23k per year (Estimated)
Location
In office (Cebu City)
Seniority
Senior
Employment
Full-Time

Confirmed on the employer's own hiring board on Sep 30, 2026. First seen by Alion on Sep 29, 2026. Concentrix scores C on the Alion truth index.

Overview
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Concentrix

Concentrix is an American customer experience and business services company founded in 1983 and headquartered in Newark, California. It designs and runs customer support, sales, collections and back-office operations on behalf of more than two thousand client brands, employing hundreds of thousands of people across some seventy countries in dozens of languages. Listed on Nasdaq and enlarged by the 2023 acquisition of the French group Webhelp, the company has pushed beyond traditional call-centre outsourcing into experience design, automation and AI agents that deflect routine contacts before a human is needed.
concentrix.com • HQ: Newark, United States • Business Process Outsourcing (BPO) • Call Center Services • 5000+ employees • Est. 1983
Tech stack of Concentrix

Job Title:

Sr. Manager, Training and Quality

Job Description

Primary Purpose

Leads the strategic alignment of Training & Quality across multiple programs.

Partners closely with Operations leadership to ensure Training & Quality initiatives support client-specific business goals and KPIs.

Serves as the primary point of contact for Training & Quality matters at both regional and global levels for supported programs.

Core Responsibilities

Develop and execute Training & Quality strategy across multiple lines of business.

Drive achievement of client KPIs, quality scores, compliance requirements, and training effectiveness.

Partner with Operations, Workforce Management, Client Services, and other support functions.

Manage and develop Managers, Supervisors, Trainers, Quality Leaders, and related TQ support functions.

Lead governance reviews, business reviews, action plans, and performance improvement initiatives.

Provide executive-level reporting and insights on performance trends, quality outcomes, and learning effectiveness.

Ensure consistency in quality standards, calibration processes, coaching frameworks, and training delivery.

Support client presentations, QBRs, MBRs, audits, and strategic improvement initiatives.

Primary Purpose

  • Leads the strategic alignment of Training & Quality across multiple programs.
  • Partners closely with Operations leadership to ensure Training & Quality initiatives support client-specific business goals and KPIs.
  • Serves as the primary point of contact for Training & Quality matters at both regional and global levels for supported programs.

Core Responsibilities

  • Develop and execute Training & Quality strategy across multiple lines of business.
  • Drive achievement of client KPIs, quality scores, compliance requirements, and training effectiveness.
  • Partner with Operations, Workforce Management, Client Services, and other support functions.
  • Manage and develop Managers, Supervisors, Trainers, Quality Leaders, and related TQ support functions.
  • Lead governance reviews, business reviews, action plans, and performance improvement initiatives.
  • Provide executive-level reporting and insights on performance trends, quality outcomes, and learning effectiveness.
  • Ensure consistency in quality standards, calibration processes, coaching frameworks, and training delivery.
  • Support client presentations, QBRs, MBRs, audits, and strategic improvement initiatives.

Location:

PHL Cebu City - Cebu Exchange Tower, Salinas Drive, Cebu IT Park, Lahug

Language Requirements:

Time Type:

Full time
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