Job Title:
Manager Quality
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 Call Quality & Client related KPI's.
- Evaluate effectiveness of TQ interventions
- 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's expectations.
- Ability to generate and implement out of the box ideas and Process improvement initiatives in the process.
- Should drive Process control & Compliance in addition to managing the Audit requirements.
- Provide quality floor support, feedback and refreshers.
- Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted.
Key Skills and knowledge:
- Trained /Certified Green Belt - preferred.
- Demonstrated success in Transactional Quality
- Thorough knowledge of MS office tools like Power point , project, excel are critical for the job
- Strong communication skills
- Knowledge of six sigma and lean methodology- desirable
- Good facilitation skills
- Flexible approach to tackling projects
- Good team player
- Good Presentation skills
- Should have persuasive, collaborative and influencing skills
- Strong interpersonal skills to manage client expectations/engagements effectively
- Excellent Transactional Quality Domain Knowledge
Education: -
- Bachelor degree is preferred
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 Mumbai - Malad West Paradigm Towers Mindspace
Language Requirements:
Time Type:
Full time
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