Manager, Training and Quality (Open to for both Local & Expat)

Training and Quality Manager
Location: Tan Phu and District 12, Ho Chi Minh City
Working Time: 5 days/week.
Working Date: 9 hours (8hrs working + 1 hrs break)
Language Proficiency: English
About Concentrix
Concentrix Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world's best brands including over 100 Fortune Global 500 clients and over 125 new economicclients. Every day, from more than 40 countries and across c continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through Strategy + Talent + Technology.
Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; energy and public- sector.
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About the job
Duties and Responsibilities
Assist in set up of SLAs and continuously benchmark processes, baseline performance and target setting
Responsible for overall planning, implementation and improvement of training quality
Design new processes for QC functioning to meet specific business requirements • Drive process level compliance
Drive CSAT and Quality for the account; Incubation of QC in all new processes.
Facilitate and identify potential areas for improvement and actively participate in process improvement initiatives and drive incremental improvements • Facilitate and identify potential areas for improvement; lead improvement Projects using the DMAIC and other lean six sigma methodologies
Train / mentor AMs and QA's, operations teams on quality tools and concepts
Set up, improve, drive and streamline the TNI for Refresher & Coaching
Observe, analyze, and develop Training Team Leads / Trainers by using different methods such as classroom observations, trainers' self-transactions, RTR scores, training metrics
Meet new hire batches regularly during training period to assess early warning system, trainees' motivation and overall experience
Hiring Requirements
At least 3 year experience in QA cum Trainer Manager for Call Center • Ensure quality based intervention
Ensure that Process quality and training is delivered effectively in the stipulated timelines
Evaluate process quality and take corrective actions which should be tangible
Evaluate effectiveness of T & D interventions
Improve calibration of QIC, SME and CSM within team
Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
Design and develop Quality framework
Ensure uniform quality of training being delivered by all training teams in line with client requirement
Interact and streamline channels of communications with other Functions and Clients