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 – extended to two (2 dependents) + Paid Time off + Birthday Time Off + Bereavement Leave + Life Insurance Group Personal Accident Program + Employee Assistance Program + Volunteer Time Off, paid time yearly to volunteer with an organization of your choice. + Recognition programs + Wellness Incentive Program + Learning and Development Programs **Virtual First** Concentrix is a Virtual First company, which means working outside of an office will be the primary experience for most employees for the foreseeable future. Equipment will be provided, but an Internet connection and a space at home to work is required. While you can work from your home, we do require that you are within a commutable distance (NCR, Cavite, Rizal, Laguna, and Bulacan), of the local office to ensure you can attend when/if required by the company. Also, per PEZA regulations, we are mandated to keep track and record the movement of all company-owned work equipment, thus any movement of this working equipment is prohibited without any prior approval by the management team, including our PH Site Director 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/)**