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 setting

• Data Handling / data interpretation

• Good 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 Strong organizational and Presentation skills

📌 Manager I, Quality (Bengaluru)
🏢 CNX
📍 Bengaluru