Job Title:
Manager I, 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 TQ and Delivery.
- Manage Call Quality & Client related KPI's.
- Evaluate effectiveness of TQ interventions .
- Strengthen Training & Quality management processes / framework to improve quality of delivery.
- Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet the client's expectations.
- Drive Process control & Compliance in addition to managing the Audit requirements.
- Ensure knowledge consistency through calibration, quizzes, D-Sat scrubbing etc.
- Interact and streamline channels of communication with other Functions and Clients.
- Provide quality floor support, feedback,



refresher and corrective training
- Support cross process / location teams.
- Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.

Key Skills and knowledge:
- Knowledge about computers & MS Office.
- Excellent communication skills.
- Good people management skills
- Analytical / Quantitative skills
- Maturity in handling customers and work in a multi culture process environment
- Data Handling / data interpretation
- Good working knowledge of T&TQ; (Training & Transaction Quality) systems, tools and technologies.
- 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 in an unstructured workplace
- Detail oriented with Strong organizational and Presentation skills
- Flexible to work i

📌 Manager I, Quality (Bengaluru)
🏢 Concentrix
📍 Bengaluru