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Job Description
Job Title:
Manager II, QualityJob Description
The Manager II, Quality is responsible for managing Transaction Monitoring for clients with multiple programs or lines of businesses which can be across multiple sites/geos. This position supervises all Quality staff members who support their assigned portfolio. He/she is responsible for the accuracy of evaluations, analysis and overall performance of Quality staff members, as well as the skill level and development of the employees in their teams.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:
- Team Leadership & Management:Lead, manage, and mentor a team of Quality Analysts and QA Leads, providing coaching and development to ensure consistent and strong quality performance.
- Quality System Implementation:Develop, implement, and drive quality management systems (QMS) and processes to ensure compliance with client and industry standards.
- Performance Analysis & Improvement:Analyze quality and performance trends, aggregate audit findings, and provide actionable insights to identify and resolve quality issues and drive business KPIs.
- Stakeholder Collaboration:Develop strong working relationships with business stakeholders, both internal and external, to collaborate on improvement action plans.
- Metric Reporting:Track and maintain accurate metrics for direct reports and overall team performance, and present findings in management reviews.
- Problem-Solving:Utilize methodologies such as , , or to identify root causes and implement solutions for process and agent-level improvements.
Key Skills & Knowledge
- Analytical & Problem-Solving Skills:Strong ability to analyze data, interpret trends, and use various tools and methodologies to solve problems effectively.
- Communication Skills:Excellent verbal and written communication skills to present findings, coach team members, and collaborate with stakeholders.
- Technical Proficiency:Ability to work with Microsoft Office Suite (Word, Excel, PPT) and interpret data for decision-making.
- Quality Certifications:Desirable to have certifications like Six Sigma Green Belt.
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.
Location:
IND Gurugram - UdyogVihar-Indstrl Plot 243,Twrs A&B Flrs 3&7Language Requirements:
Time Type:
Full timeMore Info
Key Skills
About Company
Mission: Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human-centered, tech-powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.
