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Manager I, Training & Quality

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration

AI generated summary

  • You should have voice management experience, strong people skills, leadership ability, analytical skills, communication proficiency, and knowledge of Transaction Quality systems. Flexibility for 24/7 work is essential.
  • You will manage call quality, evaluate training effectiveness, implement process improvements, ensure compliance, support audits, and provide feedback on new hires.

Requirements

  • Experience in managing a voice business is mandatory
  • 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.
  • Knowledge of Transitions, which is spread between the Handover, Startup, 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, stakeholders, peers etc.
  • Process Oriented, Planning, Decision making, Data Handling, 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 and weekends basis scope)
  • Graduation

Responsibilities

  • Drive continuous improvement for Transaction Quality and Delivery
  • Manage Call 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 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 requirements
  • Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
  • Provide quality floor support, feedback, refresher
  • Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted

FAQs

What is the role of a Manager I, Training & Quality at Concentrix?

The Manager I, Training & Quality at Concentrix is responsible for driving continuous improvement in transaction quality and delivery, managing call quality and client-related KPIs, and strengthening quality management processes to enhance quality delivery.

What qualifications are required for this position?

The position requires a graduation degree and experience in managing a voice business. Strong people management skills and the ability to drive initiatives to closure are also essential.

Is experience in voice business mandatory for this role?

Yes, experience in managing a voice business is mandatory for this position.

What key skills are necessary for success in this role?

Key skills include analytical and quantitative skills, excellent communication skills, data handling and interpretation skills, and a good working knowledge of transaction quality systems and tools.

What are the working hours for this position?

The role is flexible to work in a 24X7 environment, which may include night shifts and weekends based on the scope of work.

Will the manager be involved in the recruitment process?

Yes, the manager will provide specific feedback to front-line recruitment teams on the quality of new hires.

Where is this position located?

This position is located in Bangalore, India, at Karle Infra Pvt. Ltd, IT/ITES SEZ, 4th Floor, HUB-4.

Are there any fees associated with the recruitment process at Concentrix?

No, Concentrix nor any authorized third party involved in the recruitment process ever asks candidates for any kind of fees in exchange for offer letters.

What kind of support will the manager provide to staff?

The manager will provide quality floor support, feedback, and refresher training to frontline staff.

What type of environment will I be working in?

You will be working in a professional corporate environment focused on customer engagement and business performance.

Consulting
Industry
10,001+
Employees

Mission & Purpose

We’re Concentrix. A global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise.