Quality & Training Supervisor - Slovak and English Language


Place of work
Contract type

Information about the position

Job description, responsibilities and duties

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 Convergys 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

Career Framework Role

Receives 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.

Basic wage component (gross) and other rewards

From 1600 EUR gross. Actual Salary is based on relevant experience

Employee perks, benefits

• Company laptop and mobile phone
• Life and Disability Insurance
• Contribution to the third retirement pillar
• Lunch vouchers of a value above the statutory minimum
• Discounted premium Health Care fee, which we fully pay after 12 months of employment with us
• Parking place for a car or bicycle
• MULTISPORT Card to get significant discounts at more than 500 sport and gym facilities
• Extra 3 days of paid holiday
• Extra 3 sick-days
• Extra paid leave above the statutory minimum
• Career growth opportunities
• Chill-Out room with massage chair
• Daily use of foreign languages in an international team
• Healthy breakfast at the workplace
• Excellent team atmosphere
• Team activities - Christmas party, Bowling, Volleyball, Secret Santa, Tracksuit Friday and many more...
• Generous Referral bonus for referring potential colleagues
• Free coffee&tea throughout the day

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Proficiency (C2) and Slovak - Proficiency (C2)

Personality requirements and skills

• Significant experience leading a team of trainers/facilitators within a contact centre or fast-paced environment
• Significant training experience
• Strong communication skills, both written and verbal (Slovak and English Language - Czech and Hungarian would be a plus).
• 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


Brief description of the company

Concentrix is a leader (Top 2) in global business services, delivering extraordinary customer, employee and user experiences for more than 650 of the world’s best brands. With a presence in more than 40 countries and a staff of more than 225,000 members who collectively speak 40+ languages, we aim to differentiate our clients in the marketplace and make them more competitive.
Built upon our experience of more than 40 years, we bring a fresh approach to the performance of business operations in the digital age. We partner with our clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization and business improvements, aiming to provide the highest value from every customer interaction.
Concentrix is an Equal Employment Opportunity employer - we welcome candidates from diverse backgrounds. Documented evidence of eligibility will be required from candidates as part of the recruitment process.
Concentrix is the outsourced business services division of SYNNEX Corporation, headquartered in Fremont, California. For information, recent news, and to follow Concentrix on Twitter, Facebook, LinkedIn, Google+ and YouTube, visit www.concentrix.com

Number of employees

50-99 employees

Company address

Polus Tower 1, Vajnorská 100/A
831 04 Bratislava - mestská časť Nové Mesto


Contact person: Kristina Madejova
E-mail: send CV
ID: 3778696   Dátum zverejnenia: 3.10.2019   Základná zložka mzdy (brutto) a ďalšie odmeny:   From 1600 EUR gross. Actual Salary is based on relevant experience