Training and Quality Manager

Training & 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.

Role and key responsibilities:

• Act as a primary POC among the QA, Training teams, OPS & clients.
• Recommended responsibilities include but are not limited to the following:
• Lead, manage, motivate, and mentor a team of Quality Analysts
• Drive consistency to ensure the strong quality performance and alignment across all programs
• Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across program
• Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads
• Implement and drive the QA process and structure
• Identify possible issues and trends and give actionable insights while communicating to relevant stakeholders
• Implement initiatives and projects to counteract any possible trends, drive business KPIs
• Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency
• Analyse quality and performance trends to provide recommendations for program improvement
• Responsible for the delivery of vendor quality metrics at MBRs and QBRs
• Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring;
• Providing input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies
• Maintain accurate metrics of direct reports individual performance as well as overall team level performance
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key support processes within each account and recommends changes

Key Skills and knowledge:

• Bachelor’s Degree in related field with 8+ Years of Experience (with at least 2 years of Mgmt. Experience)
• Should have knowledge of COPC
• Excellent communication & interpersonal skills
• Excellent MS Office skills (presentation & excel)
• Should have good knowledge of FMEA – identification and mitigation of vulnerabilities.
• Excellent knowledge of Quality & Analytical tools
• Should be well versed with Qualitative concepts for both voice & non-voice processes
• Should have worked on process improvement projects driving Customer Experience (CSAT / NPS), Process Improvements
• Demonstrated ability to comprehend, analyze, and interpret.
• Solid understanding of the organization’s business operations and industry.
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
• Excellent attention to detail.
• Demonstrated ability to take initiative and ownership with focus on continuous improvement.
• Demonstrated ability to mentor, coach and provide direction to team members

Educational 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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