Job Title:

Supervisor, Training & Quality

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:Critical Thinking: Apply analytical skills to evaluate complex problems, identify root causes, and develop effective solutionsTesting New Automation/Features: Execute and plan for new automation tools and features. Ensure thorough testing to validate functionality, performance, and reliabilityRecommendation Generation: Analyze test results and user feedback to generate actionable recommendations for product enhancement. Collaborate with cross-functional teams to implement improvementOverall implementation, planning and improvement of the Transactional Quality frameworkSet up, improve, drive and streamline monitoring, feedback & other internal processes related to Training and Transactional QualityDrive Idea generation/recommendation process and share ideas with the clientCreate new processes/initiatives based on the client requirements and drive in collaboration with different functionsIntroduce metrics to monitor quality and report to the management on improvements necessary to meet customer and industry standardsResponsible for leading, motivating and supervising the team of Quality Analysts assignedAs an ongoing practice, monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired resultsTo identify root causes of variances in metrics (if any)Reduce TQ-BQ variance on different input/output metricsPropose corrective/improvement solutions based on facts and data and implement and monitor improvement projects in the processCollect Data, perform analysis and RCA on metrics and publish reports accordinglyUnderstand client needs on the Quality and process changes and ensure that the team is aware of themFocus on identification and highlight any/all compliance defects and recommend training or other action planEnsure consistency through calibration of Quality scores with the client scores through effective interactions with the client Quality teamOwnership of compliance, data security and risk assessment for the process - highlight noncompliance in time to avoid surprises or before reported by external sourcesMeet and exceed client metrics: External & Internal Quality metrics should be consistently GreenDrive/identify improvement areas in assigned area/projectCollaborate with Operations, Training and other stake holders for the delivery as per SOW requirementsDevelop Controls to minimize external and internal escalation.

Desired SkillsExcellent communication skills - verbal and writtenProficient with Feedback skillsProficient with soft skills training - customer / phone/Chat/Email skillsMust have the ability to work under pressure & in an unstructured environmentShould be solution-orientedThe applicant should be Proficient with MS office (PowerPoint, Excel, Word) & Google SuiteGood People Management SkillsWillingness to work in a 24*7 (Day and Night Shifts - Rotational) with no fixed week offs and 5 days working environmentWilling to work in a voice and non-voice processMust have analytical abilities to analyze data, trends from effectiveness surveys  Ability to observe, analyze and give constructive feedbackAnalytical, logical, reasoning & numerical abilityGood knowledge of the Quality DomainExtremely good verbal & written communication skills in EnglishProcess orientation & structured thinkingSix Sigma essentialsStrong Customer Service orientationYB/GB certified preferred

Qualification: Graduation

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.

Location:

India Bangalore - Divyashree

Language Requirements:

Time Type:

Full time

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