Manages transaction quality and continuous improvement across customer-service operations. Oversees quality and client KPIs, audits, compliance, training reports, maturity assessments, SLA/SLO reporting, process controls, and corrective actions. Provides floor support, feedback, refresher training, and recruitment quality guidance while coordinating with clients and internal teams. Develops training talent, standardizes training quality, and drives process improvement initiatives across India.
Job Title:
Manager I, QualityJob 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.
Desired Skills
- Should be a graduate
- People Management skills
- Knowledge of industry regulations and compliance requirements.
- Ability to drive initiatives to closure
- Ability to deal with all levels of employees
- Ability to provide leadership, direction and motivation to build high performing teams
- Analytical and Quantitative skills
- Excellent Communication skills
- Data Handling / data interpretation skills
- Good working knowledge of Transaction Quality systems, tools and technologies.
- Should understand Transitions, which is spread between the Handover, Start-up, Manage and Exit phases to be able to manage Transaction Quality functions effectively
- 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
- Flexible to work in a 24X7 environment (night shifts and weekends basis scope)
- Six Sigma certified (Preferred)
- Knowledge of quality tools/ structures / Process Mapping / SOP (BPMS) creation etc.
Responsibilities
- Drive continuous improvement for Transaction Quality and Delivery
- Manage process Quality & Client related KPI's
- Evaluate effectiveness of TQ interventions
- Strengthen Quality management processes / framework to improve quality delivery
- Custodian of all training reports and new-hire KPIs at geo level
- Drive digital training across all accounts in India
- Conduct maturity assessments for training teams
- Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client' expectations
- Ability to generate and implement out of the box ideas and Process improvement initiatives in the process.
- Drive Process control & Compliance in addition to managing the Audit requirements
- Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
- Provide quality floor support, feedback, and refresher training
- Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted
- Ensure uniform quality of training being delivered by all training teams in line with the client requirement
- Interact and streamline channels of communications with other Functions and Clients
- Provide quality floor support, feedback, refresher, and corrective training
- Groom and develop training talent in-house
'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:
IND Pune - Amar Tech Centre S No.30/4A 1Language Requirements:
Time Type:
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