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.
## Positive 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 workplace
## Detail oriented with Str

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