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 and Key Responsibilities:
Responsible for leading and supervising the team of Quality Analysts
Identify root causes and recommend solutions for improvement
Set up, improve, drive and streamline monitoring, feedback & other internal processes related to Quality and Compliance
Develop Controls to minimize external and internal escalations
Collect Data, perform analysis and RCA on metrics and publish reports
Drive Process control & Compliance in addition to managing the audit requirements
Monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results- on an ongoing basis
Focus on identification and highlight any/all compliance defects and recommend action plans
Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client's expectations
Conduct Weekly Review the Reviewer for all Quality analysts and provide appropriate coaching
Responsible for all risk management & compliance activities as applicable to this functional role
Manage Client/Internal KPIs’
Collaborate with Operations, Training and Quality to drive Compliance conformance
Key skills & knowledge:
People Management skills
Ability to deal with all levels of employees
Analytical and Quantitative skills
Data Handling / data interpretation skills
Working knowledge of Transaction Quality systems, tools and technologies.
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, Strong organizational and Presentation skills
Educational Qualification :
Graduate
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:
Language Requirements:
Time Type:
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