Quality Manager

Manager Quality

Job Title:

Manager 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:

• Strong presentation and facilitation skills

• Strong attention to detail

• Time management and organizational skills

• Communication and interpersonal skills; ability to work across departments and levels and drive common goals / objectives

• Must be from an International Banking background – worked for US / UK / EMEA markets

• Must have worked in a Chat / Voice support (Preferably Chat) process

• Ability to deliver feedback confidently with clarity

• Passion for specific worktype, including knowledge of internal and external tools; and sources of information

• Ability to deliver feedback confidently with clarity

• Strong problem-solving skill and experience in conducting investigations

• Eye for detail

• Hands-on experience in conducting KYC processes, customer due diligence, or anti-money laundering (AML) investigations for similarly regulated entities such as international banks and other financial institutions

 

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.

Location:

IND Bangalore - MTP C4, 3rd Flr

Language Requirements:

Time Type:

Full time

Experience Level

Mid Level