Manager I Quality

Job Title:

Manager I 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:

Quality & Performance Management

• Manage the

overall Quality function

and ensure consistent delivery against

all Internal and Client-defined KPIs

.

• Strengthen and evolve

Quality Management frameworks and governance models

to improve quality outcomes and customer experience.

• Ensure accurate capture, tracking, and reporting of

SLA / SLO metrics

, aligning reports to client requirements.

• Evaluate the

effectiveness of Training & Transaction Quality (T&TQ) interventions

using data-driven insights.

• Drive

calibrations, quizzes, D-SAT scrubbing, reviewer reviews, and consistency checks

to ensure standardized quality evaluations.

• Support Quality and Compliance teams to conduct

audits, follow-ups, and corrective actions

based on audit findings.

Process Improvement & Analytics

• Lead

process improvement initiatives

using Lean Six Sigma / DMAIC methodology.

• Identify improvement opportunities using metrics such as

Resolution Rate, Transfer Rate, NPS, FCR, CSAT

, etc.

• Generate

out-of-the-box ideas

to enhance efficiency, quality, and customer experience.

• Independently run

DMAIC projects end-to-end

, delivering measurable business impact.

• Drive

process controls, risk mitigation, and compliance adherence

across operations.

Stakeholder & Client Management

• Act as a

key interface with internal functions

(Operations, Training, Compliance, WFM, HR) to drive alignment.

• Manage

internal and external client interactions

, including reviews, governance forums, and escalations.

• Lead

Client Escalation Management

, ensuring timely resolution and prevention of recurrence.

• Deliver

high-quality presentations

and data-backed insights to senior management and clients.

People Leadership & Capability Building

• Manage and control

quality team attrition

through engagement, career development, and coaching initiatives.

• Groom and develop

Quality talent in-house

, creating strong succession pipelines.

• Provide leadership, direction, and motivation to build

high-performing Quality and Compliance teams

.

• Develop and maintain a

training calendar

based on robust

Training Needs Analysis (TNA)

.

• Foster a culture of continuous improvement, ownership, and accountability.

• Key Skills and knowledge:

Technical & Functional Skills

• Strong experience in

Transaction Quality and Training Quality (T&TQ)

within a BPO environment.

Banking domain experience

with solid understanding of customer service and customer experience drivers.

• Complete understanding of

Lean Six Sigma / DMAIC

with the ability to independently run improvement projects.

• Strong analytical ability to interpret large data sets and derive actionable insights.
• Excellent working knowledge of

QA tools, audit frameworks, and analytical methodologies

.

• High proficiency in

MS Excel

and strong working knowledge of analytical and reporting tools.

• Good knowledge of

MS Office applications

(PowerPoint, Word, Excel).

Behavioral & Leadership Skills

• Excellent

communication and presentation skills

, both verbal and written.

• Proven

client-facing experience

with the ability to engage senior stakeholders confidently.

• High level of maturity to manage

clients, stakeholders, peers, and large teams

.

• Strong

people management, coaching, and mentoring

capabilities.

• Detail-oriented with strong

organizational, planning, and decision-making skills

.

• Ability to

prioritize tasks

, meet deadlines, and perform under pressure in an unstructured environment.

• Self-motivated, results-driven, and capable of driving initiatives

to closure

.

• Flexible to work in a

24x7 environment

, including night shifts and weekends as required.

Education 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: IND Hyderabad - Unit No. 601 6th Flr Maximus Building 2A Mindspace

Language Requirements:

Time Type:

Full time