Job Title:
Job Description
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 & key Responsibilities –
·Meet and exceed Client Metrics: External & Internal Training Metrics to be consistently Green
·Take complete responsibility of performance on the Training and SLA/KPI metrics
·Drive/identify improvement areas in assigned area/project especially 0- 90 days performance
·Collaborate with operations, and other stake holders for the delivery as per SOW
·Develop Controls to minimize external and internal escalations
·Overall implementation, planning and improvement of the Transactional Quality Framework
·Set up, improve, drive and streamline TNI, Refresher & other internal processes related to Training
·Responsible for leading, motivating and supervising the team of Trainers assigned
·As an ongoing practice, monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results
·To identify root causes of variances in metrics (if any)
·To propose corrective/improvement solutions based on facts and data and implement and monitor improvement projects in the process
·Collect Data and perform analysis and RCA on metrics and publish reports accordingly
·Create and maintain Knowledge base and up skilling of resources with change in the process
·Focus on identification and highlight any/all compliance defects and recommend training or action plan
·Own compliance, data security and risk assessment for the process - highlight noncompliance in time to avoid surprises or before reported by external sources
Key skills and knowledge:
·Excellent verbal and written communication skills
·Should be willing to work in shifts along with the team in customer business time
·Should be a good team player with willingness to learn and drive to achieve
·Practice and focused on Metrics
Qualification: Graduation in any discipline
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.'
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Language Requirements:
Time Type:
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