Job Description

Job Title:


Sr Training & Quality Manager



Summary

Concentrix Corporation (NASDAQ: CNXC) is a global technology and services leader that powers the

world's best brands, today and into the future. We're human-centered, tech-powered, intelligencefueled. Every day, we design, build, and run fully integrated, end-to-end solutions at speed and scale

across the entire enterprise, helping over 2,000 clients solve their toughest business challenges. Whether

it's designing game-changing brand experiences, building, and scaling secure AI technologies, or running

digital operations that deliver global consistency with a local touch, we have it covered. At the heart of

everything we do lies a commitment to transforming the way companies connect, interact, and grow.

We're here to redefine what success means, delivering outcomes unimagined across every major vertical

in 70 + markets. Virtually everywhere. Visit concentrix.com to learn more.Lead TQ support for a new strategic offering, training and quality as a Service for our clients. Provide Training and quality support, development of metrics and dashboards in line with customer requirements. Ability to lead a team, coordinate with other locations and drive standardized practices. Should meet and exceed client metrics: external & internal quality metrics should be consistently green. Strengthen quality & training management processes/framework to improve delivery & performance. Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation. Drive continuous improvement program across processes. Analysis of utilization, efficiency and available data for the process. Undertake detailed process improvement studies and up skills the team members Ability to get out of the box ideas and Process Improvement Initiatives in the process Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options. Should drive Process Control & Compliance in addition to managing Audit requirements. Innovate new ways of learning and help drive adoption of Tech infused learning solutions. Lead Governance & performance reviews for areas driven by T&Q team. Mentor Green Belt/Yellow Belt projects.

Profile and Experience:

11+ years of industry experience in Quality & Training domains in contact center customer service domain. Experience in banking domain is preferred. Exposure to different improvement frameworks like six sigma, lean. Six Sigma Black Belt certification is preferred knowing the Global scale and impact of the role. Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements. Strong client-facing skills with excellent communication, negotiation and conflict management skills. Strong Process Knowledge and Compliance to Multiple Audit procedures. Thorough knowledge of MS office tools like Power point & excel are critical for the job Experience in implementing innovative solutions and driving technologies, automation. Analytical acumen and the ability to streamline complex processes

Location:


IND Gurugram - Ground Floor 243 Tower A SP Infocity Udhyog Vihar Phase - 1
Language Requirements:


Time Type:


Full time

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