Manager I Quality

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

Job summary

Concentrix in Hyderabad is seeking a Manager I Quality to lead the Quality function, drive governance, and ensure KPIs align with client expectations. The role includes managing audits, QA practices, and data-driven improvements across operations in a 24x7 environment.

The incumbent will oversee T&TQ, lead DMAIC projects, and mentor a growing quality and compliance team. Graduation is required with strong Excel and presentation skills.

Qualifications

• Experience in Transaction Quality and Training Quality (T&TQ) within a BPO environment.
• Banking domain experience with understanding of customer service drivers.
• Lean Six Sigma / DMAIC with ability to independently run improvement projects.
• Strong analytical ability to interpret large data sets and derive actionable insights.
• Proficiency in MS Excel and MS Office applications.

Responsibilities

• Manage the overall Quality function and KPIs for internal and client requirements.
• Evolve Quality governance models to improve outcomes and customer experience.
• Capture, track, and report SLA/SLO metrics and align reports to client needs.
• Lead audits, follow-ups, and corrective actions based on findings.
• Drive calibrations, quizzes, D-SAT scrubbing, reviewer reviews, and consistency checks.

Skills

Lean Six Sigma

DMAIC

Transaction QA

Training QA

MS Excel

Data analysis

QA tools

Banking domain

Client-facing

Education

Graduation

Tools

QA tools

PowerPoint

Job description

## Manager I QualityApply: IND Hyderabad - Unit No. 601 6th Flr Maximus Building 2A Mindspace: Full time: Posted Today: End Date: September 25, 2026 (2 days left to apply): R1764254Job Title:Manager I QualityJob DescriptionConcentrix 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**