Job Title: Sr. Supervisor, Quality
Job Description: The Sr. Supervisor, Quality is responsible for assisting with the analysis, scheduling, and implementation of all classroom training and Transactional Monitoring in support of assigned client programs to ensure superior workforce preparation. They will support Transactional Monitoring clients with multiple programs or lines of businesses which can be across multiple sites/geos. This includes supervising the Evaluators and Trainers who support their assigned portfolio. This position cultivates client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue. Responsible for the overall direction, coordination, and evaluation of the department.
Develop a department of well-trained, competent professionals who continuously improve the organization and themselves.Drive initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processes.Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations.Create and maintain consultant training schedule.Evaluate levels of process and staff effectiveness and work with Business stakeholders to create and collaborate on execution of improvement action plans.Conduct Coaching and Development sessions with team members to drive continuous improvement.Develop strong working relationships with key Business stakeholders, internal and external.Oversee audits of key Training and Quality support processes within each account and recommend changes.Administration of applicable certification and training processes for staff up to and including internal and client requirements.Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate.Lead Training and Quality task forces/action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners).Conduct analysis on Training and Quality performance and be responsible for identifying trends, determining root cause, presenting findings both internally and externally, and leading corrective action plans.Location: COL Medellin - Fabricato - Cra. 50 #38a-185, Rincon Santos, Bello, Antioquia
Language Requirements: Time Type: Full time
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