Sr. Supervisor, Training & Quality

Essential Functions/Core Responsibilities

• Conducts analysis on Training and Quality performance and be responsible to identify trends, determining root cause, presenting findings both internally and externally, and leading corrective action plans
• Lead Training and Quality task forces/action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners)
• Develop strong working relationships with key Business stakeholders, internal and external
• Develop a department of well-trained, competent professionals who continuously improve the organization and themselves
• Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate
• Administration of applicable certification and training processes for staff up to and including internal and client requirements
• Oversee audits of key Training and Quality support processes within each account and recommends changes
• Create and maintain a consultant training schedule
• Drive initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processes
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on the execution of improvement action plans
• Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations
• Conduct Coaching and Development sessions with team members to drive continuous improvement.

Candidate Profile

• Self-starter, sense of urgency, and works well under pressure
• Ability to mentor, coach, and provide direction to a team of employees
• Strong attention to detail
• Occasional travel
• 2-4 years related experience or experience in the Contact Center environment
• Proficient in Microsoft Office
• Ability to foster a sense of professionalism and relationship building for self and team
• Ability to lead the team in multi-tasking, prioritization, and meeting timelines on deliverables
• Ability to work a flexible schedule
• Bachelor’s degree preferred
• Strong communication skills, both written and verbal