Quality Manager

Job Title:

Quality Manager

Job Description

The Manager II, Quality is responsible for managing Transaction Monitoring for clients with multiple programs or lines of businesses which can be across multiple sites/geos. This position supervises all Quality staff members who support their assigned portfolio. He/she is responsible for the accuracy of evaluations, analysis and overall performance of Quality staff members, as well as the skill level and development of the employees in their teams.

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:

• Act as a primary POC between the QA teams and clients. 

• Recommended responsibilities include but are not limited to the following: 

• Lead, manage, motivate, and mentor a global team of Quality Analysts 

• Drive consistency to ensure the strong quality performance and alignment across all programs.

• Deliver insights to continuously improve and deliver outstanding customer experience across program.  

• Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads 

• Implement and drive the QA process and structure. 

• Identify possible issues and trends and communicate them to relevant stakeholders. 

• Implement initiatives and projects to counteract any possible trends, drive business KPIs. 

• Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency.  

• Analyse quality and performance trends to provide recommendations for program improvement. 

• Responsible for the delivery of vendor quality metrics at management reviews

Key skills & knowledge:

• People Management skills

• Ability to drive initiatives to closure.

• Ability to deal with all levels of employees.

• Ability to provide leadership, direction, and motivation to build high performing teams.

• Analytical and Quantitative skills

• Excellent Communication skills

• Data Handling / data interpretation skills

• Good working knowledge of Transaction Quality systems, tools, and technologies.

• Should understand Transitions, which is spread between the Handover, Start-up, Manage and Exit phases to be able to manage Transaction Quality functions effectively.

• 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.

• Detail oriented, Strong organizational and Presentation skills

• Flexible to work in a 24X7 environment (night shifts and weekends basis scope)

• Six Sigma certified (Preferred)

• Knowledge of quality tools/ structures / Process Mapping / SOP (BPMS) creation etc.

Educational 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.'

Location:

IND Mumbai -Paradigm Towers Mindspace Malad West 301 3rd Floor A Wing

Language Requirements:

Time Type:

Full time