Quality Manager
- Concentrix
- 8 - 13 years
- Kolkata
- 6 days ago
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Job Description
Role: Quality Manager
Designation: Manger Quality I
Location: Kolkata
Experience: 8+Years
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.'
Job Classification
Industry: BPM / BPOFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: ConcentrixLocation(s): Kolkata
Keyskills: RCA Quality Manger International Voice CSAT Transactional Quality Business Process Management Telecom QC Tools SOP Call Audit Quality Management Net Promoter Score
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