Quality Team Lead

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
• Analyticaland 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 organizationalandPresentation 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