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:

Quality & Performance Management
- Manage the overall Quality function and ensure consistent delivery against all Internal and Client-defined KPIs.
- Strengthen and evolve Quality Management frameworks and governance models to improve quality outcomes and customer experience.
- Ensure accurate capture, tracking, and reporting of SLA / SLO metrics, aligning reports to client requirements.
- Evaluate the effectiveness of Training & Transaction Quality (T&TQ;) interventions using data-driven insights.
- Drive calibrations, quizzes, D-SAT scrubbing, reviewer reviews, and consistency checks to ensure standardized quality evaluations.
- Support Quality and Compliance teams to conduct audits, follow-ups,



and corrective actions based on audit findings.

Process Improvement & Analytics
- Lead process improvement initiatives using Lean Six Sigma / DMAIC methodology.
- Identify improvement opportunities using metrics such as Resolution Rate, Transfer Rate, NPS, FCR, CSAT, etc.
- Generate out-of-the-box ideas to enhance efficiency, quality, and customer experience.
- Independently run DMAIC projects end-to-end, delivering measurable business impact.
- Drive process controls, risk mitigation, and compliance adherence across operations.

Stakeholder & Client Management
- Act as a key interface with internal functions (Operations, Training, Compliance, WFM, HR) to drive alignment.
- Manage internal and external client interactions, including reviews, governance forums, and escalations.
- Lead Client Escalation Management, ensuring timely resolution and prevention of recurrence.
- Deliver high-quality presentatio

📌 Manager I Quality (Hyderabad)
🏢 Concentrix
📍 Hyderabad