Manager I Quality

Job Title:

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 theoverall Quality function and ensure consistent delivery againstall Internal and Client-defined KPIs.
• Strengthen and evolveQuality Management frameworks and governance models to improve quality outcomes and customer experience.
• Ensure accurate capture, tracking, and reporting ofSLA / SLO metrics, aligning reports to client requirements.
• Evaluate theeffectiveness of Training & Transaction Quality (T&TQ) interventions using data-driven insights.
• Drivecalibrations, quizzes, D-SAT scrubbing, reviewer reviews, and consistency checks to ensure standardized quality evaluations.
• Support Quality and Compliance teams to conductaudits, follow-ups, and corrective actions based on audit findings.

Process Improvement & Analytics

• Leadprocess improvement initiatives using Lean Six Sigma / DMAIC methodology.
• Identify improvement opportunities using metrics such asResolution Rate, Transfer Rate, NPS, FCR, CSAT, etc.
• Generateout-of-the-box ideas to enhance efficiency, quality, and customer experience.
• Independently runDMAIC projects end-to-end, delivering measurable business impact.
• Driveprocess controls, risk mitigation, and compliance adherence across operations.

Stakeholder & Client Management

• Act as akey interface with internal functions (Operations, Training, Compliance, WFM, HR) to drive alignment.
• Manageinternal and external client interactions, including reviews, governance forums, and escalations.
• LeadClient Escalation Management, ensuring timely resolution and prevention of recurrence.
• Deliverhigh-quality presentations and data-backed insights to senior management and clients.

People Leadership & Capability Building

• Manage and controlquality team attrition through engagement, career development, and coaching initiatives.
• Groom and developQuality talent in-house, creating strong succession pipelines.
• Provide leadership, direction, and motivation to buildhigh-performing Quality and Compliance teams.
• Develop and maintain atraining calendar based on robustTraining Needs Analysis (TNA).
• Foster a culture of continuous improvement, ownership, and accountability.

Key Skills and knowledge:

Technical & Functional Skills

• Strong experience inTransaction Quality and Training Quality (T&TQ) within a BPO environment.
• Banking domain experience with solid understanding of customer service and customer experience drivers.
• Complete understanding ofLean Six Sigma / DMAIC with the ability to independently run improvement projects.
• Strong analytical ability to interpret large data sets and derive actionable insights.
• Excellent working knowledge ofQA tools, audit frameworks, and analytical methodologies.
• High proficiency inMS Excel and strong working knowledge of analytical and reporting tools.
• Good knowledge ofMS Office applications (PowerPoint, Word, Excel).

Behavioral & Leadership Skills

• Excellentcommunication and presentation skills, both verbal and written.
• Provenclient-facing experience with the ability to engage senior stakeholders confidently.
• High level of maturity to manageclients, stakeholders, peers, and large teams.
• Strongpeople management, coaching, and mentoring capabilities.
• Detail-oriented with strongorganizational, planning, and decision-making skills.
• Ability toprioritize tasks, meet deadlines, and perform under pressure in an unstructured environment.
• Self-motivated, results-driven, and capable of driving initiativesto closure.
• Flexible to work in a24x7 environment, including night shifts and weekends as required.

Education Qualification: Graduation

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

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