Quality Team Lead

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 : -

• Create, manage and update the training content for respective LOBs on different tools
• Manage / create process SOPs and training refresher
• Accountability for 0 – 45 days batch performance.
• Attend TTT conducted by clients.
• Conduct PKT and process refreshers on the floor.
• Bridge gaps in product, process, language, comprehension, and cultural aspects of the LOB
• Represent Concentrix on client calls and internal / external calibrations
• Responsible to manage the training throughput and performance
• Manage training MIS for new hire batches and other training related work
• Contribute to process improvement ideation and initiatives
• Responsible for all risk management and compliance activities as applicable to this role
• Drive continuous improvement for Transaction Quality and Delivery
• Manage Transaction Quality & Client related Key Performance Indicators (KPIs)
• Evaluate effectiveness of transactional quality interventions
• Strengthen Quality management processes / framework to improve quality delivery
• Accurately capture SLA / SLO metrics, the reporting needs of clients and set up / customize processes to seamlessly meet client's expectations
• 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 SLAs
• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires

Key skills and knowledge : -

Education : -

Skills Required

Team Handling, Qc Tools, Call Calibration