Job Title:
Supervisor, Training & Quality
Job Description
The Supervisor, Quality & Training is responsible for supporting Transactional Monitoring for a single/multiple clients with multiple programs or lines of businesses within a single site and supervises all on-site Quality Evaluators who support their assigned portfolio. This position is responsible for the skill level and development of the employees on their team, the attainment and accuracy of evaluations across assigned portfolio, and delivering quality related analysis and insights of overall program performance.

A NEW CAREER POWERED BY YOU

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year? Then a/an Supervisor, Training position at Concentrix is just the right place for you!
As a/an Supervisor, Training, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands power a world that works through exceptional customer experiences and tech-powered innovation. And due to continued growth, we’re looking for more talented people to join our purpose, people as passionate about providing outstanding customer experiences as we are.

YOUR QUALIFICATIONS

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Supervisor, Training role include:

• Content Moderation/ Reality Labs experience is required
• Excel & Dashboard Reporting knowledge is preferred
• Bachelor’s Degree in related field from a four-year college or university with two to four years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office, G-Suites.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Ability to mentor, coach and provide directions to a team of employees.
• Self-starter, sense of urgency, and works well under pressure.
• Ability to foster a sense of professionalism and relationship building for self and team.
• Strong attention to detail.
• Must reside in the United States and have a valid U.S. address for residence

WHAT YOU WILL DO IN THIS ROLE

As a/an Supervisor, Training, you will:

• Supervise work group, including work assignment and attendance monitoring; provide input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements; manage resources across the assigned portfolio of single client or site (personnel schedules, varying account needs)
• Maintain accurate metrics of direct reports individual performance as well as overall team level performance
• Conduct analysis on quality performance across single site or client and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) for respective single site or client
• Ensure consistent application of the quality process/system across assigned site or client including but not limited to calibration sessions, review the reviewer, insights and reporting; administration of applicable certification and training processes up to and including internal and client requirements
• Develop a department of well-trained, competent professionals who continuously improve the
• organization and themselves
• Conduct Train-the-Trainer sessions
• Conduct quarterly one-on-ones with Trainers
• Coordinate with the Quality Supervisor and Operations on consistency issues
• Create and maintain consultant training schedule
• Cultivate a close working relationship with Training Manager(s), Training department personnel, Operations, and other Convergys managers, supervisors and consultants
• Coordinate the maintenance and development of training workbooks and other training tools used by the Training organization

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Supervisor, Training role include:

• Content Moderation/ Reality Labs experience is required
• Excel & Dashboard Reporting knowledge is preferred
• Bachelor’s Degree in related field from a four-year college or university with two to four years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office, G-Suites.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Ability to mentor, coach and provide directions to a team of employees.
• Self-starter, sense of urgency, and works well under pressure.
• Ability to foster a sense of professionalism and relationship building for self and team.
• Strong attention to detail.
• Must reside in the United States and have a valid U.S. address for residenc

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we significantly invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. And we’ll invest in YOU to aid in your career path and in your personal development. In this role, you’ll also be provided with:

• The base salary for this position is $74,000.00 plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), 401(k) retirement plan, paid time off and holidays, and paid training days.
• DailyPay enrollment option to access pay “early,” when you want it
• Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
• Health and wellness programs with trained partners to help promote a healthy you
• Mentorship programs that support your rewarding career journey
• A modern, state-of-the-art office setting with advanced technologies and a great team
• Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
• Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more
• A range of other perks and benefit