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.

Role and Key responsibilities:

Quality & Performance Management

• Manage the overall Quality function and ensure consistent delivery against all Internal and Client-defined KPIs.
• Strengthen and evolve Quality Management frameworks and governance models to improve quality outcomes and customer experience.
• Ensure accurate capture, tracking, and reporting of SLA / SLO metrics, aligning reports to client requirements.
• Evaluate the effectiveness of Training & Transaction Quality (T&TQ) interventions using data-driven insights.
• Drive calibrations, quizzes, D-SAT scrubbing, reviewer reviews, and consistency checks to ensure standardized quality evaluations.
• Support Quality and Compliance teams to conduct audits, follow-ups, and corrective actions based on audit findings.

Process Improvement & Analytics

• Lead process improvement initiatives using Lean Six Sigma / DMAIC methodology.
• Identify improvement opportunities using metrics such as Resolution Rate, Transfer Rate, NPS, FCR, CSAT, etc.
• Generate out-of-the-box ideas to enhance efficiency, quality, and customer experience.
• Independently run DMAIC projects end-to-end, delivering measurable business impact.
• Drive process controls, risk mitigation, and compliance adherence across operations.

Stakeholder & Client Management

• Act as a key interface with internal functions (Operations, Training, Compliance, WFM, HR) to drive alignment.
• Manage internal and external client interactions, including reviews, governance forums, and escalations.
• Lead Client Escalation Management, ensuring timely resolution and prevention of recurrence.
• Deliver high-quality presentations and data-backed insights to senior management and clients.

People Leadership & Capability Building

• Manage and control quality team attrition through engagement, career development, and coaching initiatives.
• Groom and develop Quality talent in-house, creating strong succession pipelines.
• Provide leadership, direction, and motivation to build high-performing Quality and Compliance teams.
• Develop and maintain a training calendar based on robust Training Needs Analysis (TNA).
• Foster a culture of continuous improvement, ownership, and accountability.

Key Skills and knowledge:

Technical & Functional Skills

• Strong experience in Transaction Quality and Training Quality (T&TQ) within a BPO environment.
• Banking domain experience with solid understanding of customer service and customer experience drivers.
• Complete understanding of Lean Six Sigma / DMAIC with the ability to independently run improvement projects.
• Strong analytical ability to interpret large data sets and derive actionable insights.
• Excellent working knowledge of QA tools, audit frameworks, and analytical methodologies.
• High proficiency in MS Excel and strong working knowledge of analytical and reporting tools.
• Good knowledge of MS Office applications (PowerPoint, Word, Excel).

Behavioral & Leadership Skills

• Excellent communication and presentation skills, both verbal and written.
• Proven client-facing experience with the ability to engage senior stakeholders confidently.
• High level of maturity to manage clients, stakeholders, peers, and large teams.
• Strong people management, coaching, and mentoring capabilities.
• Detail-oriented with strong organizational, planning, and decision-making skills.
• Ability to prioritize tasks, meet deadlines, and perform under pressure in an unstructured environment.
• Self-motivated, results-driven, and capable of driving initiatives to closure.
• Flexible to work in a 24x7 environment, including night shifts and weekends as required.

Education 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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