Manager I, Quality

Concentrix · Bengaluru

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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 TQ and Delivery.

• Manage Call Quality & Client related KPI's.

• Evaluate effectiveness of TQ interventions .

• Strengthen Training & Quality management processes / framework to improve quality of delivery.

• Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet the client's expectations.

• Drive Process control & Compliance in addition to managing the Audit requirements.

• Ensure knowledge consistency through calibration, quizzes, D-Sat scrubbing etc.

• Interact and streamline channels of communication with other Functions and Clients.

• Provide quality floor support, feedback, refresher and corrective training

• Support cross process / location teams.

• Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.

Key Skills and knowledge:

• Knowledge about computers & MS Office.

• Excellent communication skills.

• Good people management skills

• Analytical / Quantitative skills

• Maturity in handling customers and work in a multi culture process environment

• Data Handling / data interpretation

• Good working knowledge of T&TQ (Training & 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 in an unstructured environment

• Detail oriented with Strong organizational and Presentation skills

• Flexible to work in a 24X7 environment (night shifts and weekends basis scope)

• Ability to generate and implement out of the box ideas and Process improvement initiatives in the process.

• Designed the FMEA framework in the existing organization or in the past

Edu 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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