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Manager I Quality
Concentrix Corporation
posted 16d ago
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Flexible timing
Key skills for the job
Job Description
- Act as a primary POC between the QA teams, OPS & clients.
- Recommended responsibilities include but are not limited to the following:
- Lead, manage, motivate, and mentor a team of Quality Analysts
- Drive consistency to ensure the strong quality performance and alignment across all programs
- Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across the program
- Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads
- Implement and drive the QA process and structure
- Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders
- Implement initiatives and projects to counteract any possible trends, drive business KPIs
- Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency
- Analyse quality and performance trends to provide recommendations for program improvement
- Responsible for the delivery of vendor quality metrics at management reviews
- Excellent communication & interpersonal skills
- Excellent MS Office skills (presentation & excel)
- Should have good knowledge of FMEA - identification and mitigation of vulnerabilities
- Excellent knowledge of Quality & Analytical tools
- Should be well versed with Qualitative concepts
- Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability
Employment Type: Full Time, Permanent
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What people at Concentrix Corporation are saying
Rating based on 32 Manager
reviews
Anonymous · Other
in Gurgaon / Gurugram
Overtime is paid, whenever there is a work requirement, above the working hrs
- Job security - Good+3 more
Can call anytime during the day,
Manager salary at Concentrix Corporation
What Concentrix Corporation employees are saying about work life
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