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. 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. + Provides **administrative supervision** for direct reports. + Manages **payroll** , **performance improvement plans** , and **disciplinary actions** as needed. + Conducts **regular reviews** of training procedures, quality standards, and operational specifications. + Ensures **Service Level Agreements (SLAs)** are met in alignment with client and operational needs. + Identifies **quality and training opportunities** within current programs to drive continuous improvement. + Detects **automation opportunities** to enhance operational efficiency. + Maintains active **communication with Clients and Operations** to lead key quality and training initiatives. + Leverages tools and networks to support **business improvement** and **performance management** . + Participates in **strategic and operational planning sessions** to support organizational development. + Organizes **roundtable discussions** with agents, trainers, and support teams to foster collaboration. + Sets **weekly goals** , including deliverables and timelines, to ensure accountability and progress. + Proactively identifies **potential risks** and implements appropriate mitigation actions. + Takes ownership of the **execution, escalation, and prioritization** of key departmental deliverables. Location: CRI San Jose - Jacks Language 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 Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**