Supervisor Training and Quality

Job Title:

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Essential Functions/Core Responsibilities

Training Supervision:

• Identify training needs through performance data, feedback, and business goals.

• Design, implement, and evaluate training programs and workshops.

• Supervise trainers and ensure consistency in content delivery and facilitation.

• Maintain training records and ensure compliance with mandatory learning requirements.

• Monitor training effectiveness through assessments, feedback, and performance metrics.

• Collaborate with department heads to align training with operational goals.
  

Quality Assurance:

• Oversee quality monitoring processes and ensure adherence to SOPs and KPIs.

• Supervise quality analysts and ensure timely audits and feedback loops.

• Analyze quality data to identify trends, gaps, and areas for improvement.

• Develop and implement quality improvement plans in collaboration with operations.

• Conduct calibration sessions to ensure consistency in evaluations.

• Support root cause analysis and corrective action planning.

• Lead and manage teams across locations

• Prepare and lead WBR, MBR with clients and internal stake holders

• Attend calls and calibrations and cascade important Process updates in a timely manner to the floor

Candidate Profile

• Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred

• Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)

• Strong communication skills, both written and verbal

• Proficiente in Microsoft Office

• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable

• Strong understanding of adult learning principles and instructional design.

• Excellent communication, presentation, and leadership skills.

• Proficiency in using Learning Management Systems (LMS) and MS Office tools.

• Ability to analyze data and generate actionable insights.

Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

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