Senior Quality & Training Manager , Malaysia

About Concentrix Concentrix, is a technology-enabled global business services company (Nasdaq listed: CNXC) specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across six continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design. Visit www.concentrix.com to learn more.

Job Location:- Kl, Malaysia

Job Role:- Sr. Manager, Training & Quality

• Responsible for managing team of QMs & Training Managers
• Frond end client meetings and reviews
• Ensure Top 2 boxes on Client VOC
• Data analysis and making designated reports/decks
• Client & stakeholder management
• Communication to heighten awareness and focusing on importance of positive customer experience
• Making recommendations and driving improvement
• Ensuring that internal policies, procedures, and compliance regulations are being followed
• Drive CNX digital training strategy
• Focus on Speed to readiness of New Hires

• Ensure quality based intervention
• Ensure that Process quality and training is delivered effectively in the stipulated timelines
• Evaluate process quality and take corrective actions which should be tangible
• Evaluate effectiveness of T & D interventions
• Improve calibration of QIC, SME and CSM within team
• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
• Design and develop Quality framework
• Ensure uniform quality of training being delivered by all training teams in line with client requirement
• Interact and streamline channels of communications with other Functions and Clients
• Provide quality floor support, feedback, refresher and corrective training
• Groom and develop QIC talent in-house
• Should have excellent excel and presentation skills
• Should be capable to analyze dataset and extracting insight
• Should be collaborative and team player
• Should have knowledge of Six Sigma, basic quality tools like PDCA, LSS, PARETO etc.
• Should have knowledge of different Customer satisfaction measurement systems
• Demonstrated fluency in English
• zbEnsure quality based intervention
• Ensure that Process quality and training is delivered effectively in the stipulated timelines
• Evaluate process quality and take corrective actions which should be tangible
• Evaluate effectiveness of T & D interventions
• Improve calibration of QIC, SME and CSM within team
• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
• Design and develop Quality framework
• Ensure uniform quality of training being delivered by all training teams in line with client requirement
• Interact and streamline channels of communications with other Functions and Clients
• Provide quality floor support, feedback, refresher and corrective training
• Groom and develop QIC talent in-house
• Should have excellent excel and presentation skills
• Should be capable to analyze dataset and extracting insight
• Should be collaborative and team player
• Should have knowledge of Six Sigma, basic quality tools like PDCA, LSS, PARETO etc.
• Should have knowledge of different Customer satisfaction measurement systems
• Demonstrated fluency in English