Manager I, Quality

Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring, providing input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements

Maintain accurate metrics of direct reports individual performance as well as overall team level performance

Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans

Develop strong working relationships with key Business stakeholders, internal and external

Oversee audits of key support processes within each account and recommend changes

• Develop and create advanced Dashboards

Demonstrate business acumen.

• Drive continuous improvement for TQ and Delivery.
• Manage Quality & Client related KPI's.
• Evaluate effectiveness of TQ interventions.
• Strengthen Quality Management Processes / framework to improve quality delivery.
• Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet the client's expectations.
• Manage and drive client / internal action plans in the program
• Understand and improve sales and upsell metrics through quality interventions
• Drive Process control & Compliance in addition to managing the Audit requirements.
• Ensure knowledge consistency through calibration, quizzes, disagreements 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:

• Green Belt Six Sigma
• Demonstrate ability to comprehend, analyze, and interpret.
• Solid understanding of the organization's business operations and industry.
• Demonstrate ability to foster customer service disposition and sense of professionalism for self and team.
• Excellent attention to detail.
• Demonstrate ability to take initiative and ownership with focus on continuous improvement.
• Demonstrate ability to mentor, coach and provide direction to team members.
• Demonstrate ability to lead team members - organizing and prioritizing projects in a fast-paced and deadline-oriented business environment.
• Advanced Microsoft Office / Google application skills

Educational Qualification: Bachelor’s degree

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.'