Manager I, Training & Quality

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: -

• Drive continuous improvement for Transaction Quality 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 client's expectations
• Generate and implement out of the box ideas and Process improvement initiatives in the process.
• Drive Process control & Compliance in addition to managing the Audit requirements
• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
• Provide quality floor support, feedback, refresher
• Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted

Key skills and knowledge: -

• Experience in managing a voice business is mandatory
• People Management skills
• Ability to drive initiatives to closure
• Ability to deal with all levels of employees
• Ability to provide leadership, direction and motivation to build high performing teams
• Analytical  and Quantitative skills
• Excellent Communication skills
• Data Handling / data interpretation skills
• Good working knowledge of Transaction Quality systems, tools and technologies.
• Knowledge of Transitions, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively
• High level of maturity to handle people including but not limited to client, stake holders, peers etc.
• Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure
• Detail oriented with Strong organizational  and Presentation skills
• Flexible to work in a 24X7 environment (night shifts and weekends basis scope)

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.'

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