Manager I Quality

Convergys; Gurgaon; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Concentrix Gurgaon is seeking a Manager I Quality to lead training and quality initiatives, oversee training staff, and drive performance improvements across the program. You will mentor a team of QA Analysts and QA Leads while implementing QMS aligned with client standards.

The role requires strong communication, data analysis, and stakeholder management skills, with experience in Six Sigma/COPC frameworks and MS Office proficiency. Full-time position with flexibility in schedule.

Qualifications

• Bachelor's degree in related field from a four-year college or university.
• More than seven years of relevant experience (with two to four years of Progressive Mgmt. Experience).
• Experience in customer service or call centre environment preferred.
• Excellent communication skills, both written and verbal.
• Demonstrated ability to mentor, coach and provide direction to a team of employees.
• Knowledge of general Concentrix operating policies and procedures.
• Ability to work a flexible schedule.
• Ability to effectively present information to internal and external associates.
• Strong ability to analyze data, interpret trends, and use various tools and methodologies to solve problems effectively.
• Excellent verbal and written communication skills to present findings, coach team members, and collaborate with stakeholders.
• Ability to work with Microsoft Office Suite (Word, Excel, PPT) and interpret data for decision-making.
• COPC knowledge is must for both Training & Quality.

Responsibilities

• Train, develop, and manage performance of training staff; providing prompt and objective coaching and counselling; and coordinating, planning, and assigning work.
• Oversee new hire trainings, performance of the batches, attrition for new hires, continuous improvement of the floor agents & supervisors, program specific training, and other trainings as needed by the business.
• Ensure successful execution of local training needs including resource planning, measuring program training effectiveness, and managing trainer attrition.
• Utilize effective presentation and facilitation skills including creative training techniques and accelerated learning techniques using a variety of training delivery modalities in a classroom environment.
• Ensure effective, consistent communication with managers, peers, operations, and other resource groups, including day-to-day interaction with clients.
• Develop and cultivate partnership with operations, other business units, resource units, and clients.
• Responsible for on-going classroom observations of direct reports, providing guidance, mentoring, and support that focuses on performance improvement.
• Monitor and ensure completion of daily training administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner.
• Responsible for day-to-day functional supervision of learners within the program training and/or other curriculum delivered through a variety of classroom environments, including attendance and student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations.
• Lead, manage, and mentor a team of Quality Analysts and QA Leads, providing coaching and development to ensure consistent and strong quality performance.
• Develop, implement, and drive quality management systems (QMS) and processes to ensure compliance with client and industry standards.
• Analyze quality and performance trends, aggregate audit findings, and provide actionable insights to identify and resolve quality issues and drive business KPIs.
• Develop strong working relationships with business stakeholders, both internal and external, to collaborate on improvement action plans.
• Track and maintain accurate metrics for direct reports and overall team performance, and present findings at MBRs and QBRs.
• Utilize methodologies such as Six Sigma, COPC, or PDCA to identify root causes and implement solutions for process and agent-level improvements.
• Develop strong working relationships with business stakeholders, both internal and external, to collaborate on improvement action plans.
• Quality certifications: Six Sigma Green Belt desirable.

Skills

Coaching

Mentoring

Communication

Data analysis

Quality improvement

Problem solving

Stakeholder management

Education

Bachelor's degree

Tools

COPC

Six Sigma Green Belt

Microsoft Office

Job description

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.

Job Responsibilities

Responsible for Training, developing, and managing performance of training staff; providing prompt and objective coaching and counselling; and coordinating, planning, and assigning work Oversee new hire trainings, performance of the batches, attrition for new hires, continuous improvement of the floor agents & supervisors, program specific training, and other trainings as needed by the business Ensure successful execution of local training needs including resource planning, measuring program training effectiveness, and managing trainer attrition Utilize effective presentation and facilitation skills including creative training techniques and accelerated learning techniques using a variety of training delivery modalities in a classroom environment Ensure effective, consistent communication with managers, peers, operations, and other resource groups, including day-to-day interaction with clients Develop and cultivate partnership with operations, other business units, resource units, and clients Responsible for on-going classroom observations of direct reports, providing guidance, mentoring, and support that focuses on performance improvement Monitor and ensure completion of daily training administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner Responsible for day-to-day functional supervision of learners within the program training and/or other curriculum delivered through a variety of classroom environments, including attendance and student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations.

Team Leadership & Management

Lead, manage, and mentor a team of Quality Analysts and QA Leads, providing coaching and development to ensure consistent and strong quality performance.

Quality System Implementation

Develop, implement, and drive quality management systems (QMS) and processes to ensure compliance with client and industry standards.

Performance Analysis & Improvement

Analyze quality and performance trends, aggregate audit findings, and provide actionable insights to identify and resolve quality issues and drive business KPIs.

Stakeholder Collaboration

Develop strong working relationships with business stakeholders, both internal and external, to collaborate on improvement action plans.

Metric Reporting

Track and maintain accurate metrics for direct reports and overall team performance, and present findings at MBRs and QBRs.

Problem-Solving

Utilize methodologies such as Six Sigma, COPC, or PDCA to identify root causes and implement solutions for process and agent-level improvements.

Desired Skill Set

• Bachelor's degree in related field from a four-year college or university with more than seven years of relevant experience (with two to four years of Progressive Mgmt. Experience) preferred.
• Prior experience in customer service or call centre environment preferred.
• Excellent communication skills, both written and verbal.
• Demonstrated ability to mentor, coach and provide direction to a team of employees.
• Knowledge of general Concentrix operating policies and procedures.
• Ability to work a flexible schedule.
• Ability to effectively present information to internal and external associates.
• Strong ability to analyze data, interpret trends, and use various tools and methodologies to solve problems effectively.
• Excellent verbal and written communication skills to present findings, coach team members, and collaborate with stakeholders.
• Ability to work with Microsoft Office Suite (Word, Excel, PPT) and interpret data for decision-making.
• COPC knowledge is must for both Training & Quality.

Quality Certifications

Desirable to have certifications like Six Sigma Green Belt.

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.'

Location

IND Gurgaon Building 14 - 11F, Tower D

Time Type

Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

EEO Statement

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.