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Training & Quality Manager

Concentrix

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Location:
Portugal , Lisbon

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • Leading the design, delivery, and continuous improvement of classroom and virtual training programs to ensure workforce readiness across assigned client accounts
  • Managing a team of Trainers and Quality staff, providing coaching, development, and performance oversight
  • Assisting with the analysis, scheduling and implementation of all classroom and virtual training in support of assigned client programs
  • Supervising and developing Trainers who support their assigned portfolio
  • Cultivating strong client and departmental relationships
  • Responsible for the overall direction, coordination, and evaluation of the department
  • Developing the Training department, to align with the CNX standards and supports in mentoring and developing Supervisor /Sr. Supervisor Training
  • Develop a department of well-trained, competent professionals
  • Conduct Train-the-Trainer sessions
  • Create and maintain advisor training schedule
  • Accountable for achieving the training performance metrics incl. creating proactively actions plans
  • Coordinate with the Quality Leadership and Operations on consistency issues
  • Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day formal interaction with clients incl. Business reviews
  • Recommend curriculum modifications to Training Manager or client on the basis of internal feedback and/or Training Needs Analysis
  • May support internal/external Instructional Design team in designing and developing training materials
  • Measure the effectiveness of training programs using various feedback methods
  • Coordinate the maintenance and development of training workbooks and other training tools
  • Managing Transaction Monitoring for clients with multiple programs or lines of businesses within a single site
  • Supervise all Quality staff members who support their assigned portfolio
  • Responsible for the accuracy of evaluations, analysis and overall performance of Quality staff members, as well as the skill level and development of the employees in their teams
  • Supervise work group, including work assignment and attendance monitoring
  • providing input into selecting, training, developing, and completing performance appraisal of work group(s)
  • Maintain accurate metrics of direct reports individual performance as well as overall team level performance
  • Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
  • Develop strong working relationships with key Business stakeholders, internal and external
  • Oversee audits of key support processes within each account and recommends changes

Requirements:

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

Additional Information:

Job Posted:
December 26, 2025

Work Type:
On-site work
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