Sr. Supervisor, Training

Sr. Supervisor, Training & Quality page is loaded## Sr. Supervisor, Training & Qualitylocations: COL Medellin - Fabricato - Cra. 50 #38a-185, Rincon Santos, Bello, Antioquiatime type: Full timeposted on: Posted Todaytime left to apply: End Date: December 31, 2026 (30+ days left to apply)job requisition id: R Job Title:Sr. Supervisor, Training & QualityJob DescriptionThe Sr. Supervisor, Training & 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.## Essential Functions/Core Responsibilities• 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 works 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 recommends 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)• 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 plans## ## Candidate Profile• 2-4 years related experience or experience in Contact Center environment• Bachelor’s degree preferred• Strong communication skills, both written and verbal• Proficient in Microsoft Office• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables• Ability to mentor, coach and provide direction 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• Ability to work a flexible schedule• Occasional travel## **Internal Career Path Policies*** **The game-changers must have the approval of his or her immediate supervisor to apply for the call.*** **Required tenure: 6 months.*** **Required performance:** KPIs or goals on target for the business unit to which they belong in the last **3-month period (not average).*** **Must not have active disciplinary actions.*** **The game-changer may participate in only one process at a time.*** **Comply with the learning paths of the Corporate University.*** **Must remain at least 6 months in the position to which he/she was recently promoted,** to be able to apply for another call.* If you were evaluated by the PC psychologist for a vacancy and you were not selected, **you must wait at least 2 months to reapply for that same position from which you did not pass*** **The process is performed and/or outside working hours,** which means that the game-changer should be available in his free time in case we require it.* Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.## ## Career 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. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.## **Disclaimer**The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.Location:COL Medellin - Fabricato - Cra. 50 #38a-185, Rincon Santos, Bello, AntioquiaLanguage Requirements: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**# **Mission:**### Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.# **Company Overview:**### We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.#J-18808-Ljbffr