.Training & QualityLocationBraga, PortugalJob Title: Training & Quality SupervisorJob DescriptionEssential Functions/Core ResponsibilitiesDevelop a department of well-trained, competent professionals who continuously improve the organization and themselvesDrive initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processesEvaluate consistency and accuracy among trainers through observation and analysis of class evaluationsConduct analysis on quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plansCreate and maintain consultant training scheduleEvaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plansConduct Coaching and Development sessions with team members to drive continuous improvement.Develop strong working relationships with key Business stakeholders, internal and externalOversee audits of key Training and Quality support processes within each account and recommends changesAdministration of applicable certification and training processes for staff up to and including internal and client requirementsEnsure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriateLead 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 plansCandidate ProfileSome experience within a contact centre environment leading/supporting a team of TrainersStrong communication skills, both written and verbal - Portuguese (Native) and English (C1)Proficient in Microsoft OfficeAbility to lead team in multi-tasking, prioritization, and meeting timelines on deliverablesAbility to mentor, coach and provide direction to a team of employeesSelf-starter, sense of urgency, and works well under pressureAbility to foster a sense of professionalism and relationship building for self and teamStrong attention to detailAbility to work a flexible scheduleOccasional travelCareer Framework RoleReceives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback
