Job Title: Specialist, Training & Quality Job Description **You Will:** + Monitors, evaluates, and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email + Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) + Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices + Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes + Maintains a strong program knowledge base; and a basic understanding of client products, services, and/or program strategies + Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) + Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) + Complete phone time to keep current on programs (as applicable) + Contribute to maintaining forms and legends documents + Support management focuses on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals **You Have:** + Bachelor's Degree in a related field from a four-year college or university with less than one year of relevant experience preferred + Effective communication skills, both written and verbal + Proficient in Microsoft Office + Ability to multi-task and meet timelines on deliverable + Detail-oriented **Our Benefits/Perks:** + Health Insurance with Dental Coverage for Employees + Paid Time off + Bereavement Leave + Life Insurance Group Personal Accident Program + Employee Assistance Program + Recognition programs + Wellness Incentive Program + Learning and Development Programs **Work Setup:** Onsite, Ayala North Exchange, Makati City Location: PHL Makati City - Ayala North Exchange Language Requirements: English (Required) Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**