Sr. Manager, Training & Quality

Job Title:

Sr. Manager, Training & Quality

Job Description

Concentrix Corporation (NASDAQ: CNXC) is a global technology and services leader that powers the
world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligencefueled. Every day, we design, build, and run fully integrated, end-to-end solutions at speed and scale
across the entire enterprise, helping over 2,000 clients solve their toughest business challenges. Whether
it’s designing game-changing brand experiences, building, and scaling secure AI technologies, or running
digital operations that deliver global consistency with a local touch, we have it covered. At the heart of
everything we do lies a commitment to transforming the way companies connect, interact, and grow.
We’re here to redefine what success means, delivering outcomes unimagined across every major vertical
in 70 + markets. Virtually everywhere. Visit concentrix.com to learn more.
The Role:
We are looking for a seasoned professional who would oversee training and transactional quality as a
function for India market operations for a banking client. The identified resource is expected to lead
Standardization, adoption of best practices from the industry and implement the new concepts of training
& quality, which help meet our overall business objectives

Essential Job Elements:

• Lead TQ support for a new strategic offering, training and quality as a Service for our clients.

• Provide Training and quality support, development of metrics and dashboards in line with customer requirements.

• Ability to lead a team, coordinate with other locations and drive standardized practices.

• Should meet and exceed client metrics: external & internal quality metrics should be consistently green.

• Strengthen quality & training management processes/framework to improve delivery & performance.

• Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation.

• Drive continuous improvement program across processes.

• Analysis of utilization, efficiency and available data for the process.

• Undertake detailed process improvement studies and up skills the team members

• Ability to get out of the box ideas and Process Improvement Initiatives in the process

• Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options.

• Should drive Process Control & Compliance in addition to managing Audit requirements.

• Innovate new ways of learning and help drive adoption of Tech infused learning solutions.

• Lead Governance & performance reviews for areas driven by T&Q team.

• Mentor Green Belt/Yellow Belt projects.

Profile and Experience:

• 11+ years of industry experience in Quality & Training domains in contact center customer service domain.

• Experience in banking domain is preferred.

• Exposure to different improvement frameworks like six sigma, lean. Six Sigma Black Belt certification is preferred knowing the Global scale and impact of the role.

• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.

• Strong client-facing skills with excellent communication, negotiation and conflict management skills.

• Strong Process Knowledge and Compliance to Multiple Audit procedures.

• Thorough knowledge of MS office tools like Power point & excel are critical for the job

• Experience in implementing innovative solutions and driving technologies, automation.

• Analytical acumen and the ability to streamline complex processes.

Location:

IND Bangalore - Ecospace Bus Park

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