Essential Functions/Core Responsibilities
- Drive initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processe
- sEvaluate consistency and accuracy among trainers through observation and analysis of class evaluation
- sCreate and maintain consultant training schedul
- eEvaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plan
- sConduct Coaching and Development sessions with team members to drive continuous improvement
- .Develop strong working relationships with key Business stakeholders, internal and externa
- lOversee audits of key Training and Quality support processes within each account and recommends change
- sAdministration of applicable certification and training processes for staff up to and including internal and client requirement
- sEnsure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriat
- eLead Training and Quality task forces / action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners
- )Conducts analysis on Training and Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plan
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Candidate Profil**
2-4 years related experience or experience in Contact Center environm
- entBachelor's degree prefer
- redStrong communication skills, both written and ver
- balProficient in Microsoft Off
- iceAbility to lead team in multi-tasking, prioritization, and meeting timelines on deliverab
- l
esAbility to mentor, coach and provide direction to a team of employ**
- eesSelf-starter, sense of urgency, and works well under press
- ureAbility to foster a sense of professionalism and relationship building for self and t
- eamStrong attention to det
- ailAbility to work a flexible sched
ule