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
- ## Valuable 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 environment
- ## Detail oriented with Str

📌 Manager I, Quality (Bengaluru)
🏢 Concentrix CVG Malaysia Sdn. Bhd.
📍 Bengaluru