Manager II, Training and Quality

Job Title:

Manager II, Training and 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

Job Roles & Responsibilities:-

• Assist with the analysis and implementation of all action plans based on the RCA

• Cultivating client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue.

• Drive continuous improvement for TQ and Delivery

• Certified / Trained in Green Belt

• Manage Transactional Quality & Client related KPI's

• Manage Training KPIs and continuous training investments

• Evaluate effectiveness of TQ interventions

• Strengthen Quality management processes / framework to improve quality delivery

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

• Ability to get out of the box ideas and Process improvement initiatives in the process.

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

• Should ensure knowledge consistency means like calibration, quizzes, dip checks etc

• Interact and streamline channels of communications with other Functions and Clients

• Provide quality floor support, feedback,

• Provide inputs through TNI for refreshers

• Ensure timely implementation of refresher trainings based on the TNI

• Groom and develop training talent in-house

• Support cross process / location teams

• Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted. Worked and designed FMEA framework in the existing organization or in the past

• Maturity in handling customers and work in multi culture process environment

Key Skills and knowledge:

• Minimum 2 years of experience in Service Delivery domain with Customer service expertise

• Graduate in any discipline

• Good Knowledge about computers.

• Excellent communication skills.

• Good people management skills

• Good knowledge of MS Office

• Analytical / Quantitative skills

• Maturity in handling customers and work in multi culture process environment

• Data Handling / data interpretation

• Good working knowledge of T&TQ (Training & Transaction Quality) systems, tools and technologies.

• Understanding of Transition, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Training & 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 in an unstructured environment

• Detail oriented with Strong organizational and Presentation skills

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

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 2nd floor Millennium Towers

Language Requirements:

Time Type:

Full time

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