Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations. Role and Key Responsibilities:
Drive continuous improvement for TQ and Delivery.
Manage Call Quality & Client related KPI's.
Evaluate effectiveness of TQ interventions.
Strengthen Quality Management Processes / framework to improve quality delivery.
Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet the client's expectations.
Manage and drive Sales / Upsell in the program
Understand and improve sales and upsell metrics through quality interventions
Drive Process control & Compliance in addition to managing the Audit requirements.
Ensure knowledge consistency through calibration, quizzes, D-Sat scrubbing etc.
Interact and streamline channels of communication with other Functions and Clients.
Provide quality floor support, feedback, refresher and corrective training
Support cross process / location teams.
Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.
Key skills & knowledge:
Graduate in any discipline
Green Belt Trained and Certified
Good Knowledge about computers.
Excellent communication skills.
Good people management skills
Good knowledge of MS Office
Analytical / Quantitative skills
Educational Qualification: Graduation Disclaimer: - 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'
Location:
IND Bangalore - MTP Karle 5th, 6th, 7th Floors
Language Requirements:
Time Type:
Full time
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