Company: Concentrix
Role: Quality Manager
Location: Gurgaon Haryana
Experience: 8–12 Years
Compensation: Up to 17 LPA
Employment Type: Full-Time
About Concentrix
Concentrix is a technology-enabled global business services company specializing in customer engagement and business performance. We partner with leading organizations to improve customer experiences optimize operations and deliver measurable business outcomes.
Role Overview
We are looking for an experienced Quality Manager to lead quality governance for client engagements. The role goes beyond traditional QA scorecard management and focuses on client leadership investigations RCA analytics dispute governance policy interpretation and business improvement .
The ideal candidate should be comfortable engaging with senior stakeholders translating quality data into actionable insights and driving cross-functional improvements.
Key Responsibilities
- Own the overall Quality program governance and performance for the engagement.
- Act as the key Quality representative in client reviews and governance forums .
- Lead performance deep dives trend analysis RCA and identification of systemic issues.
- Govern quality audits calibrations disputes overturns and escalation reviews .
- Translate data and investigation findings into clear business recommendations and improvement plans .
- Identify quality and process risks and recommend proactive mitigation measures.
- Provide inputs on policy interpretation workflow improvements training effectiveness and operational controls .
- Partner with Operations Training WFM Policy Product and Client teams to drive improvements.
- Lead and develop QTLs and Quality Analysts ensuring analytical rigor and consistent delivery.
- Promote a culture of critical thinking evidence-based decision-making and continuous improvement .
Key Skills
Client & Stakeholder Management
- Strong client-facing and stakeholder management skills.
- Ability to influence decisions using data insights and business context.
- Excellent executive communication and presentation skills.
Quality RCA & Analytics
- Strong investigative and problem-solving capabilities.
- Expertise in RCA trend analysis performance deep dives and quality governance.
- Experience converting insights into measurable improvement actions.
Policy & Governance
- Strong understanding of policy interpretation and quality frameworks.
- Experience managing calibrations disputes escalations and overturn analysis.
People Leadership
- Experience leading and developing Quality/Analytics teams.
- Strong cross-functional collaboration and program management skills.
Ideal Candidate Profile
- 8–12 years of overall professional experience.
- 3 years managing Quality Analytics Risk Trust & Safety Compliance or Investigations programs.
- Mandatory client-facing experience with exposure to senior client stakeholders.
- Proven experience in RCA quality governance dispute management policy interpretation and business improvement .
- Robust analytical presentation and stakeholder management capabilities.
- Six Sigma Green Belt / Black Belt certification is preferred.