Supervisor Training and Quality

About the Role

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.

Key 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.
• Leadership & Client Engagement:
• Lead and manage teams across locations.
• Prepare and lead WBR, MBR with clients and internal stakeholders.
• Attend calls and calibrations and cascade important process updates in a timely manner to the floor.

Requirements & Tech Stack

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

Qualifications

• Bachelor's Degree in a related field from a four-year college or university.
• Proven experience in training methodologies.
• Proven experience in soft skills (communication skills, critical thinking, time management, team building, etc.).
• Strong communication skills, both written and verbal.
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables.
• Strong understanding of adult learning principles and instructional design.
• Excellent communication, presentation, and leadership skills.
• Ability to analyze data and generate actionable insights.