Manager I, Quality

Job Title:

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:

• Manage Quality KPI for multiple accounts
• Manage and control attrition and effective employee engagement activities
• Drive continuous improvement program across processes 
• Undertake detailed process improvement studies and up skill team members 
• Drive culture of continuous improvement
• Provide quality support, development of metrics and dashboards in line with customer requirements 
• Lead a team, coordinate with other location and drive standardized practices
• Meet and exceed client metrics: External & internal quality metrics to be consistently green
• 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
• Ensure Knowledge consistency through calibrations, Quizzes, D-Sat Scrubbing etc

• Key skills and knowledge:

• 3+ years of experience in Trust and Safety(Content Moderation)
• Bachelors degree preferred
• Six Sigma Black belt/ Green Belt certified
• Demonstrated success in Transactional Quality
• Thorough knowledge of MS office tools like Power point , project, excel  are critical for the job
• Strong communication skills 
• Knowledge of six sigma and lean methodology-  desirable
• Good facilitation skills 
• Flexible approach to tackling projects
• Good team player
• Good Presentation skills
•  Excellent Transactional Quality Domain Knowledge
• Persuasive, collaborative and influencing skills
• Strong interpersonal skills to manage client expectations/engagements effectively

• Educational Qualification: Bachelor’s degree

  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.'

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