Job Description

Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet client's expectation.

ROLE: Quality Manager DESIGNATION: Quality Manager LOCATION: Chandigarh YEARS OF EXPERIENCE: 8+ years 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 businesses and stay ahead of the competition and customer expectations. Role and KEY RESPONSIBILITIES : Drive continuous improvement for Transaction Quality and Delivery Trained /Certified in Green Belt Manage Call Quality & Client related KPI's Evaluate the effectiveness of TQ interventions Strengthen Quality management processes/framework to improve quality delivery Accurately capture SLA/SLO metrics, the reporting needs of each of the clients, and set up / customize processes to seamlessly meet client's expectation Ability to get out-of-the-box ideas and Process improvement initiatives in the process. Should drive Process control & Compliance in addition to managing Audit requirements Provide crisp and specific feedback to Front Line Recruitment Teams on the quality of new hires Provide quality floor support, feedback, refresher Facilitate Quality and Compliance team to perform various audits and follow-ups based on observations highlighted Run FMEA and compliance audits and health checks of the account Essential Skills / Expertise required:- People Management skills 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 Skills / Quantitative skills Excellent Communication skills Data Handling/data interpretation skills Needs to have a good working knowledge of Transaction Quality systems, tools, and technologies. Should have an understanding of Transition, which is spread between the Handover, Startup, 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 clients, stakeholders, peers, etc. Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure Detail-oriented, Strong organizational skills, Presentation skills Education:- Graduate in any discipline is a must Disclaimer:- 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever asks 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 letterhead with authentic signatures of appropriate Concentrix authorities.