Manager I Quality

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 Call Quality & Client related KPI's
• Evaluating effectiveness of TQ interventions
• Create and maximize relationships with client partners
• Strengthening 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 expectation
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
• 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
• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
• Provide quality floor support, feedback and refreshers
• Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement.
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust to meet changing requirements.
• Attend business reviews with the client.
• Handle a team of team leaders.

Key Skills and knowledge:

• Excellent communication skills, both written and verbal.  Ability to effectively present information to internal and external associates.
• Advanced Microsoft Office skills
• Demonstrated ability to lead the team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment
• Ability to interpret and analyze recruiting metrics and trends: retention, quality of hire, net throughput, etc.
• Demonstrated ability to mentor, coach and provide direction to team members
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster a customer service disposition and sense of professionalism for self and team
• Solid understanding of the organization's business operations and industry.  Demonstrated business acumen
• Demonstrated talent with critical thinking; ability to comprehend, analyze, and interpret.
• Excellent attention to detail
• Ability to handle and maintain confidential information

Mandatory: -

• Minimum 3 years of International Banking Experience
• Overall, 8+ years of relevant contact center experience and from a quality background
• From Credit Card Fraud and Disputes Background

Educational qualification: Graduate

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.'