Manager II, Training & Quality

Job Title:

Manager II, Training & Quality

Job Description

Key Responsibilities:

Design quality monitoring frameworks, standards, and procedures.
Regularly review calls, emails, chats, and other interactions to assess adherence to quality standards and identify areas for improvement.
Analyse quality data to pinpoint recurring issues, process gaps, and training needs.
Participate in calibration sessions with other stakeholders to ensure consistent and fair scoring of interactions.
Create regular reports on quality metrics, trends, and improvement initiatives for management review.
Supervise, mentor, and develop a team of quality analysts and trainers.
Oversee the effective use of call recording, evaluation software, and other quality management systems.
Evaluate effectiveness of TQ interventions
Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet client's expectation
Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
Design comprehensive training curriculum for new hires, ongoing skill development, and product/process updates.
Facilitate engaging and effective training sessions using various methodologies (classroom, virtual, e-learning, on-the-job).
Develop engaging and informative training materials, including presentations, manuals, job aids, and e-learning modules.
Identify skill gaps and training requirements through needs analysis, performance data, and feedback from stakeholders.

Desired Skills:

Ability to provide clear, concise, and constructive feedback.
Ability to interpret data, identify root causes, and recommend solutions.
Ability to effectively deliver training and present quality findings.
Ability to work effectively with agents, supervisors, and other departments.
Understanding the importance of the customer experience and advocating for customer needs.
Ability to motivate, guide, and develop a team of quality analysts.
Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure
Researching and implementing new training methodologies and tools to enhance learning effectiveness.

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:

• Design quality monitoring frameworks, standards, and procedures.

• Regularly review calls, emails, chats, and other interactions to assess adherence to quality standards and identify areas for improvement.

• Analyse quality data to pinpoint recurring issues, process gaps, and training needs.

• Participate in calibration sessions with other stakeholders to ensure consistent and fair scoring of interactions.

• Create regular reports on quality metrics, trends, and improvement initiatives for management review.

• Supervise, mentor, and develop a team of quality analysts and trainers.

• Oversee the effective use of call recording, evaluation software, and other quality management systems.

• Evaluate effectiveness of TQ interventions

• Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client's expectations

• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires

• Design comprehensive training curriculum for new hires, ongoing skill development, and product/process updates.

• Facilitate engaging and effective training sessions using various methodologies (classroom, virtual, e-learning, on-the-job).

• Develop engaging and informative training materials, including presentations, manuals, job aids, and e-learning modules.

• Identify skill gaps and training requirements through needs analysis, performance data, and feedback from stakeholders.

Key skills and knowledge:

• Ability to provide clear, concise, and constructive feedback.

• Ability to interpret data, identify root causes, and recommend solutions.

• Ability to effectively deliver training and present quality findings.

• Ability to work effectively with agents, supervisors, and other departments.

• Understanding the importance of the customer experience and advocating for customer needs.

• Ability to motivate, guide, and develop a team of quality analysts.

• Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure

• Researching and implementing new training methodologies and tools to enhance the learning effectiveness.

Education:

• 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 Pune - Amar Tech Centre S No.30/4A 1

Language Requirements:

Time Type:

Full time

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