Training & Quality Manager

Sr Training & Quality Manager

Job Title:

Sr Training & Quality Manager

Job Description

Job Description Summary
Concentrix Corporation (NASDAQ: CNXC) is a global technology and services leader that powers the
world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligencefueled. Every day, we design, build, and run fully integrated, end-to-end solutions at speed and scale
across the entire enterprise, helping over 2,000 clients solve their toughest business challenges. Whether
it’s designing game-changing brand experiences, building, and scaling secure AI technologies, or running
digital operations that deliver global consistency with a local touch, we have it covered. At the heart of
everything we do lies a commitment to transforming the way companies connect, interact, and grow.
We’re here to redefine what success means, delivering outcomes unimagined across every major vertical
in 70 + markets. Virtually everywhere. Visit concentrix.com to learn more.

• Lead TQ support for a new strategic offering, training and quality as a Service for our clients.

• Provide Training and quality support, development of metrics and dashboards in line with customer requirements.

• Ability to lead a team, coordinate with other locations and drive standardized practices.

• Should meet and exceed client metrics: external & internal quality metrics should be consistently green.

• Strengthen quality & training management processes/framework to improve delivery & performance.

• Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation.

• Drive continuous improvement program across processes.

• Analysis of utilization, efficiency and available data for the process.

• Undertake detailed process improvement studies and up skills the team members

• Ability to get out of the box ideas and Process Improvement Initiatives in the process

• Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options.

• Should drive Process Control & Compliance in addition to managing Audit requirements.

• Innovate new ways of learning and help drive adoption of Tech infused learning solutions.

• Lead Governance & performance reviews for areas driven by T&Q team.

• Mentor Green Belt/Yellow Belt projects.

Profile and Experience:

• 11+ years of industry experience in Quality & Training domains in contact center customer service domain.

• Experience in banking domain is preferred.

• Exposure to different improvement frameworks like six sigma, lean. Six Sigma Black Belt certification is preferred knowing the Global scale and impact of the role.

• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.

• Strong client-facing skills with excellent communication, negotiation and conflict management skills.

• Strong Process Knowledge and Compliance to Multiple Audit procedures.

• Thorough knowledge of MS office tools like Power point & excel are critical for the job

• Experience in implementing innovative solutions and driving technologies, automation.

• Analytical acumen and the ability to streamline complex processes

Location:

IND Gurugram - Ground Floor 243 Tower A SP Infocity Udhyog Vihar Phase - 1

Language Requirements:

Time Type:

Full time

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Experience Level

Senior Level