Supervisor, Training & Quality

Job Title:

Supervisor, Training & Quality

Job Description

The 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. This includes supervising the Evaluators and Trainers who support their assigned portfolio.
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Essential functions / Main responsibilities:

1. Leadership, Talent Development & Team Management

• Develop a department of well-trained, competent professionals who continuously improve the organization and themselves.

• Conduct Coaching and Development sessions with team members to drive continuous improvement.

• Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations.

• Administration of applicable certification and training processes for staff up to and including internal and client requirements.

• Create and maintain consultant training schedules.

2. Quality Management, Performance Analysis & Continuous Improvement

• Drive initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processes.

• Evaluate levels of process and staff effectiveness and work with Business stakeholders to create and execute improvement action plans.

• Oversee audits of key Training and Quality support processes within each account and recommend changes.

• Conduct analysis of Training and Quality performance, identify trends, determine root causes, present findings internally and externally, and lead corrective action plans.

• Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate.

3. Stakeholder Management & Customer Experience Excellence

• Drive customer experience excellence by identifying opportunities across the customer journey, translating quality and training insights into actionable recommendations that increase customer satisfaction, strengthen client partnerships, and support business growth.

• Develop strong working relationships with key Business stakeholders, both internal and external.

• Lead Training and Quality task forces and action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners).

Candidate profile:

• Bachelor's degree in Business Administration, Marketing, Education, or related field.

• Minimum of 2 years of experience leading Training and Quality Assurance in a contact center environment.

• Proven experience in designing, delivering, and evaluating training programs.

• Strong knowledge of quality monitoring processes, performance metrics, and continuous improvement methodologies.

• Experience conducting coaching sessions, feedback delivery, and performance development initiatives.

• Excellent leadership, communication, and interpersonal skills.

• Experience working in customer service, contact center, BPO, or similar operational environments is preferred.

• Advanced English proficiency is a must.

Location:

NIC Managua - Del complejo Plaza el Sol, 200mts al Este

Language Requirements:

English (Required)

Time Type:

Full time2026-06-23