TRAINING & QUALITY SUPERVISOR

Job Title.
Training & Quality Supervisor Job Description Essential Functions/Core Responsibilities • Develop a department of well-trained, competent professionals who continuously improve the organization and themselves • Drive initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processes • Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations Conduct analysis on quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans • Create and maintain consultant training schedule • Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans • Conduct Coaching and Development sessions with team members to drive continuous improvement.
• 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 changes • Administration of applicable certification and training processes for staff up to and including internal and client requirements • Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate • Lead Training and Quality task forces / action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners) • Conducts analysis on Training and Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans Candidate Profile • Some experience within a contact centre environment leading/supporting a team of Trainers • Strong communication skills, both written and verbal - Portuguese (Native) and English (C1) • Proficient in Microsoft Office • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables • Ability to mentor, coach and provide direction to a team of employees • Self-starter, sense of urgency, and works well under pressure • Ability to foster a sense of professionalism and relationship building for self and team • Strong attention to detail • Ability to work a flexible schedule • Occasional travel Career Framework Role Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments.
Coordinates and supervises the daily activities of business or technical support or production team members.
In charge of handling single and medium-sized line of business.
Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.
Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback.
Typically does not spend more than 20% of time performing the work supervised.
Handles escalated issues.
Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks Location.
PRT Braga - Lugar de Cabanas Language Requirements.
Time Type.
Tiempo Completo If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents Misión.
Nuestro objetivo es ser la mayor empresa del mundo en servicios de atención al cliente, en diversidad y en talento.
Lo lograremos gracias a nuestra cultura.
Concentrix CVG Corporation es una empresa que fomenta la igualdad de oportunidades.
Quienes somos.
Somos una compañía única.
Somos fans de nuestros empleados, les ayudamos a desarrollarse constantemente y a alcanzar sus objetivos profesionales.
¡Somos una multinacional líder que te ofrece posibilidades infinitas! Descripción de la empresa.
Destacamos en un mundo multitudinario.
Creemos que la experiencia lo es todo.
Para lograr unos resultados sobresalientes, estamos alterando el mercado al estar totalmente concentrados en hacer los negocios de nuestros clientes mejores.
Reunimos a las mentes más brillantes y creativas del sector, soluciones tecnológicas vanguardistas, experiencia probada en “design thinking” y centros que ofrecen experiencias excepcionales al cliente.
Nuestros clientes también notan la diferencia...
mayor lealtad de los clientes, mejora del rendimiento empresarial y diferenciación en los mercados.
Como organización diversa y global, tenemos ideas novedosas y poco convencionales y ofrecemos experiencias extraordinarias al cliente casi 750 de las mejores marcas del mundo.
Concentrix.
Una empresa apasionada impulsada por gente apasionada.