Quality Manager
- Concentrix
- 8 - 13 years
- Hyderabad
- 1 month ago
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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:
- Drive continuous improvement for Transaction Quality and Delivery
- Manage process Quality & Client related KPI's
- Evaluate effectiveness of TQ interventions
- Provide strong insights and analytics on process opportunities
- Strengthen Quality management processes / framework to improve quality delivery
- Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client' expectations
- 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
- Drive quality floor support, feedback and refresher training
- Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted
- 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.
Key skills & knowledge:
- 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 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)
Educational Qualification : Bachelors degree and above
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.'
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: FreshersContact Details:
Company: ConcentrixLocation(s): Hyderabad
Keyskills: Fmea TNI and TNA reports Quality Management QC Tools Six Sigma Certified
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Concentrix
A wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), Concentrix is a leader in high-value global business services. It partners with its clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements. The global ...
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