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:
Drive continuous improvement for Transaction Quality and Delivery
Manage claim Quality & Client related KPIs
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 account
Drive Process control & Compliance in addition to managing the audit requirements
Ensure that huddle, feedback and refresher processes are in place and are followed efficiently
Support the Quality and Compliance teams to perform COPC, FMEA, PFCU and other audits and follow ups based on observations/misses highlighted
Intervention in MSV,B2B
Interpret and analyze large volumes of data – at a LOB or site level
Key skills and knowledge:
Good Quality domain knowledge & Tool management
Excellent communication skills in English (oral and written) with excellent comprehension ability
Flexible to work in 24X7 environment (night shifts and weekends basis scope)
Detail oriented, Strong organizational skills and excellent presentation skills
People Management skills and great ability to deal with all levels of employees - High level of maturity to handle people including but not limited to client and leadership
Ability to drive initiatives to closure
Ability to provide leadership, direction and motivation to build high performing teams
Analytical / Quantitative skills
Good working knowledge of Transaction Quality systems, tools and technologies – Should be able to demonstrate that and train the existing QA resources
Should have a clear understanding of Transition, which is spread between the Handover, Start-up, Manage and Exit phases to be able to manage Transaction Quality functions effectively
Process oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet time-lines and work under pressure
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.'
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Language Requirements:
Time Type:
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