Quality Manager

About the Company

Concentrix is a global business services organization that leverages technology to enhance customer engagement and optimize business performance. We collaborate with forward-thinking executives worldwide to future-proof businesses against evolving customer demands and market competition.

Job Responsibilities

• Lead and manage training staff by developing their skills, delivering objective coaching, and efficiently allocating and planning work assignments.
• Oversee the onboarding training process for new hires, monitor batch performance, track attrition, and drive continuous improvement for floor agents, supervisors, and program-specific trainings.
• Manage local training initiatives including resource allocation, evaluating training effectiveness, and controlling trainer turnover.
• Employ dynamic presentation techniques and accelerate learning through diverse training delivery methods in classroom settings.
• Maintain consistent and clear communication channels with managers, peers, operations teams, and clients on a daily basis.
• Forge strong partnerships with operational units, business teams, support divisions, and client stakeholders.
• Conduct ongoing classroom observations of direct reports to provide constructive feedback, mentorship, and support aimed at enhancing performance.
• Ensure timely completion of administrative tasks related to training, such as attendance tracking, student data management, and timekeeping.
• Oversee functional supervision of learners throughout training programs, monitor attendance and progress, give coaching and feedback, and assess readiness for deployment.
• Provide leadership by guiding, mentoring, and managing a team of Quality Analysts and QA Leads to sustain high-quality performance standards.
• Design, implement, and promote quality management systems and processes to comply with client requirements and industry benchmarks.
• Analyze trends in quality and performance, consolidate audit outcomes, and deliver actionable recommendations to address quality concerns and enhance key business performance indicators.
• Collaborate effectively with internal and external stakeholders to develop and execute quality improvement initiatives.
• Maintain accurate reporting of metrics for team and individual performance and present insights during monthly and quarterly business reviews.
• Apply methodologies such as Six Sigma, COPC, and PDCA to diagnose root causes and implement corrective measures for process and agent-level enhancements.
• Drive process-level project implementations and innovate solutions.

Desired Skills and Qualifications

• Bachelor's degree or equivalent from a recognized university.
• Minimum of seven years of relevant experience, including two to four years in progressively responsible management roles.
• Experience in customer service or call center environments is advantageous.
• Strong verbal and written communication capabilities.
• Proven ability to mentor, coach, and lead teams effectively.
• Familiarity with Concentrix’s operating policies and procedures.
• Flexibility to work varied schedules as required.
• Competence in delivering presentations to diverse audiences.
• Solid analytical and problem-solving aptitude for interpreting data and utilizing various methodologies.
• Proficiency in Microsoft Office applications such as Word, Excel, and PowerPoint for data analysis and reporting.
• Knowledge and application of COPC standards are mandatory for both training and quality assurance functions.
• Certifications such as Six Sigma Green Belt are highly desirable.

Additional Information

Applicants should note that Concentrix or any authorized recruitment partner does not demand any fees for offer letters or recruitment processes. Official communications are provided on company letterhead with authenticated signatures.