Sr. Manager, Training & Quality
Concentrix
5 - 10 years
Bengaluru
Posted: 25/01/2025
Job Description
Job Title:
Sr. Manager, Training & QualityJob Description
Concentrix Corporation (NASDAQ: CNXC) is a global technology and services leader that powers theworld’s best brands, today and into the future. We’re human-centered, tech-powered, intelligencefueled. Every day, we design, build, and run fully integrated, end-to-end solutions at speed and scale
across the entire enterprise, helping over 2,000 clients solve their toughest business challenges. Whether
it’s designing game-changing brand experiences, building, and scaling secure AI technologies, or running
digital operations that deliver global consistency with a local touch, we have it covered. At the heart of
everything we do lies a commitment to transforming the way companies connect, interact, and grow.
We’re here to redefine what success means, delivering outcomes unimagined across every major vertical
in 70 + markets. Virtually everywhere. Visit concentrix.com to learn more.
The Role:
We are looking for a seasoned professional who would oversee training and transactional quality as a
function for India market operations for a banking client. The identified resource is expected to lead
Standardization, adoption of best practices from the industry and implement the new concepts of training
& quality, which help meet our overall business objectives
Essential Job Elements:
• Lead TQ support for a new strategic offering, training and quality as a Service for our clients.
• Provide Training and quality support, development of metrics and dashboards in line with customer requirements.
• Ability to lead a team, coordinate with other locations and drive standardized practices.
• Should meet and exceed client metrics: external & internal quality metrics should be consistently green.
• Strengthen quality & training management processes/framework to improve delivery & performance.
• Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation.
• Drive continuous improvement program across processes.
• Analysis of utilization, efficiency and available data for the process.
• Undertake detailed process improvement studies and up skills the team members
• Ability to get out of the box ideas and Process Improvement Initiatives in the process
• Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options.
• Should drive Process Control & Compliance in addition to managing Audit requirements.
• Innovate new ways of learning and help drive adoption of Tech infused learning solutions.
• Lead Governance & performance reviews for areas driven by T&Q team.
• Mentor Green Belt/Yellow Belt projects.
Profile and Experience:
• 11+ years of industry experience in Quality & Training domains in contact center customer service domain.
• Experience in banking domain is preferred.
• Exposure to different improvement frameworks like six sigma, lean. Six Sigma Black Belt certification is preferred knowing the Global scale and impact of the role.
• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
• Strong client-facing skills with excellent communication, negotiation and conflict management skills.
• Strong Process Knowledge and Compliance to Multiple Audit procedures.
• Thorough knowledge of MS office tools like Power point & excel are critical for the job
• Experience in implementing innovative solutions and driving technologies, automation.
• Analytical acumen and the ability to streamline complex processes.
Location:
IND Bangalore - Ecospace Bus ParkLanguage Requirements:
Time Type:
Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
About Company
Concentrix is a global business services company specializing in customer experience (CX) solutions and technology. Headquartered in Fremont, California, it provides services like customer support, analytics, automation, and consulting to businesses across various industries, including technology, healthcare, finance, and retail. Known for its innovation and commitment to enhancing customer journeys, Concentrix operates in over 40 countries with a focus on delivering personalized and efficient customer engagement solutions.
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