Manager I 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.


Job Responsibilities: -

• Responsible for Training, developing, and managing performance of training staff; providing prompt and objective coaching and counselling; and coordinating, planning, and assigning work
• Oversee new hire trainings, performance of the batches, attrition for new hires, continuous improvement of the floor agents & supervisors, program specific training, and other trainings as needed by the business
• Ensure successful execution of local training needs including resource planning, measuring program training effectiveness, and managing trainer attrition
• Utilize effective presentation and facilitation skills including creative training techniques and accelerated learning techniques using a variety of training delivery modalities in a classroom environment
• Ensure effective, consistent communication with managers, peers, operations, and other resource groups, including day-to-day interaction with clients
• Develop and cultivate partnership with operations, other business units, resource units, and clients
• Responsible for on-going classroom observations of direct reports, providing guidance, mentoring, and support that focuses on performance improvement
• Monitor and ensure completion of daily training administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner
• Responsible for day-to-day functional supervision of learners within the program training and/or other curriculum delivered through a variety of classroom environments, including attendance and student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations.
• Team Leadership & Management: Lead, manage, and mentor a team of Quality Analysts and QA Leads, providing coaching and development to ensure consistent and strong quality performance
• Quality System Implementation: Develop, implement, and drive quality management systems (QMS) and processes to ensure compliance with client and industry standards
• Performance Analysis & Improvement: Analyze quality and performance trends, aggregate audit findings, and provide actionable insights to identify and resolve quality issues and drive business KPIs.
• Stakeholder Collaboration: Develop strong working relationships with business stakeholders, both internal and external, to collaborate on improvement action plans.
• Metric Reporting: Track and maintain accurate metrics for direct reports and overall team performance, and present findings at MBRs and QBRs
• Problem-Solving: Utilize methodologies such as Six Sigma, COPC, or PDCA to identify root causes and implement solutions for process and agent-level improvements.
• Process Level Projects – idea implementation,

Desired Skill Set: -

• Bachelor's degree in related field from a four-year college or university with more than seven years of relevant experience (with two to four years of Progressive Mgmt. Experience) preferred.
• Prior experience in customer service or call centre environment preferred.
• Excellent communication skills, both written and verbal.
• Demonstrated ability to mentor, coach and provide direction to a team of employees.
• Knowledge of general Concentrix operating policies and procedures.
• Ability to work a flexible schedule.
• Ability to effectively present information to internal and external associates.
• Analytical & Problem-Solving Skills: Strong ability to analyze data, interpret trends, and use various tools and methodologies to solve problems effectively.
• Communication Skills: Excellent verbal and written communication skills to present findings, coach team members, and collaborate with stakeholders
• Technical Proficiency: Ability to work with Microsoft Office Suite (Word, Excel, PPT) and interpret data for decision-making.
• COPC knowledge is must for both Training & Quality
• Quality Certifications: Desirable to have certifications like Six Sigma Green Belt.

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.'

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