Job Title: Manager II, Quality
The Manager II, Quality is responsible for managing Transaction Monitoring for clients with multiple programs or lines of businesses which can be across multiple sites/geos. This position supervises all Quality staff members who support their assigned portfolio. He/she is responsible for the accuracy of evaluations, analysis and overall performance of Quality staff members, as well as the skill level and development of the employees in their teams.
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:
•Team Leadership & Management: Lead, manage, and mentor a team of Quality Analysts and QA Leads, providing coaching and development to ensure consistent and strong quality performance.
•Quality System Implementation: Develop, implement, and drive quality management systems (QMS) and processes to ensure compliance with client and industry standards.
•Performance Analysis & Improvement: Analyze quality and performance trends, aggregate audit findings, and provide actionable insights to identify and resolve quality issues and drive business KPIs.
•Stakeholder Collaboration: Develop strong working relationships with business stakeholders, both internal and external, to collaborate on improvement action plans.
•Metric Reporting: Track and maintain accurate metrics for direct reports and overall team performance, and present findings in management reviews.
•Problem-Solving: Utilize methodologies such as Six Sigma, COPC, or PDCA to identify root causes and implement solutions for process and agent-level improvements.
Key Skills & Knowledge
•Analytical & Problem-Solving Skills: Strong ability to analyze data, interpret trends, and use various tools and methodologies to solve problems effectively.
•Communication Skills: Excellent verbal and written communication skills to present findings, coach team members, and collaborate with stakeholders.
•Technical Proficiency: Ability to work with Microsoft Office Suite (Word, Excel, PPT) and interpret data for decision-making.
•Quality Certifications: Desirable to have certifications like Six Sigma Green Belt.
Educational qualification
Graduation
Location
IND Gurugram - UdyogVihar-Indstrl Plot 243, Twrs A&B Flrs 3&7
Time Type
Full time
