Quality Team Lead

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: - Create, manage and update the training content for respective LOBs on different tools Manage/create process SOPs and training refresher Accountability for 0 – 45 days batch performance. Attend TTT conducted by clients. Conduct PKT and process refreshers on the floor. Bridge gaps in product, process, language, comprehension, and cultural aspects of the LOB Represent Concentrix on client calls and internal/external calibrations Responsible to manage the training throughput and performance Manage training MIS for new hire batches and other training related work Contribute to process improvement ideation and initiatives Responsible for all risk management and compliance activities as applicable to this role Drive continuous improvement for Transaction Quality and Delivery Manage Transaction Quality & Client related Key Performance Indicators (KPIs) Evaluate effectiveness of transactional quality interventions Strengthen Quality management processes / framework to improve quality delivery Accurately capture SLA/SLO metrics, the reporting needs of clients and set up / customize processes to seamlessly meet client's expectations Generate and implement out of the box ideas and Process improvement initiatives in the process Drive Process control & Compliance in addition to managing the Audit SLAs Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires Key skills and knowledge: - Experience in customer care(voice) (preferably ecommerce or fmcg) People Management skills Data structuring and churning ability Basic knowledge of Six Sigma and statistical tools will be an added advantage Ability to drive initiatives and projects to closure Ability to deal with employees at all levels of hierarchy Ability to provide leadership, direction and motivation to build high performing teams Analytical and Quantitative skills Excellent Communication and articulation skills Data Handling / data interpretation skills / data visualization skills Good working knowledge of Transaction Quality systems, tools and technologies. Should understand Transition from startup to BAU/Hand over phase Process Oriented, Planning, Decision making, Ability to prioritize, Ability to meet deadlines and work under pressure Detail oriented with strong organizational and Presentation skills Flexible to work in a 24X7 environment (Night shifts & weekends based on scope) Relevant Experience of 2 – 3 Years Education: - Graduate in any discipline 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.