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.
- Track and report quality metrics (accuracy, defects, TAT, compliance adherence)
- Review of L1 & L2 investigations to ensure accuracy and compliance
- Evaluate effectiveness of TQ interventions.
- Strengthen Training & Quality management processes / framework to improve quality of delivery.
- Work closely with Operations to drive continuous improvement initiatives
- Ensure compliance with AML regulations, FATF guidelines, and internal policies
- Manage calibration sessions with internal/external stakeholders and clients
- Develop and maintain SOPs, QA scorecards, and audit frameworks
- Train and mentor QA analysts and operations teams on quality standards and compliance expectations
- Support client audits and regulatory inspections
- Conduct quality audits/reviews of onboarding, periodic reviews, and transaction monitoring cases
- 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.
- 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 & Competencies:
- Solid knowledge of KYC / KYB / CDD / EDD / Sanctions screening
- Hands-on experience in AML / Financial Crime Compliance operations
- Good understandin