Training and Quality Manager_WFO_Porto Porto

Overview

Training and Quality Manager_WFO_Porto role at Concentrix. The Training and Quality Manager is responsible for leading the design, delivery, and continuous improvement of classroom and virtual training programs to ensure workforce readiness across assigned client accounts. This role manages a team of Trainers and Quality staff, providing coaching, development, and performance oversight to drive consistent service excellence.

Responsibilities

• Assist with the analysis, scheduling and implementation of all classroom and virtual training in support of assigned client programs to ensure superior workforce preparation.
• Lead a team that may support a single client or multiple clients with multiple programs or lines of business across multiple sites/geos and with high headcount; supervise and develop Trainers who support the assigned portfolio.
• Cultivate strong client and departmental relationships to achieve reduced cost, continual performance improvement, and increased revenue.
• Provide overall direction, coordination, and evaluation of the Training department; mentor and develop Supervisors/ Senior Supervisors in Training.
• Develop a department of
  - trained, competent professionals who continuously improve the organization and themselves.
• Conduct Train the Trainer sessions and create/maintain advisor training schedules.
• Accountable for achieving training performance metrics and proactively creating action plans; use training monitoring tools effectively with strong analytical and root cause analysis skills.
• Coordinate with Quality Leadership and Operations on consistency issues; ensure effective, consistent communication with managers, peers, and client representatives (including business reviews).
• Recommend curriculum modifications based on feedback and Training Needs Analysis; support instructional design teams in designing/training materials for various delivery methods (computer-based, classroom/virtual, written job aids); regularly evaluate material and training duration.
• Measure training effectiveness through focus groups, interviews, surveys, and other feedback methods; update resources and programs based on evaluation results.
• Maintain training workbooks and tools; oversee audits of key support processes and implement improvements; manage Transaction Monitoring for clients with multiple programs.
• Lead Quality staff performance management, including staffing, training, development, and performance appraisals in line with organizational policy.
• Maintain accurate metrics of direct reports and overall team performance; collaborate with stakeholders to implement improvement action plans.
• Develop strong working relationships with key business stakeholders, internal and external partners.
• Ensure ongoing alignment with CNX standards and support in mentoring and developing supervisors in Training.

Candidate Profile

• 1 - 3 Years of Experience in a similar role (Quality/Training Team Leader/Supervisor/Manager).
• BPO/Contact Centre experience.
• Detail oriented.
• Ability to multitask and meet timelines on deliverables.
• Proficient in Microsoft Office.
• Effective communication skills, both written and verbal.
• Language: Fluent English
• Work From Office: Porto

Details

• Location: PRT Porto - Avenida Sidonio Pais Nº 93
• Job Type: Full time
• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Quality Assurance
• Industries: IT Services and IT Consulting

Equal Opportunity

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.