Manager I, Training & Quality

Concentrix Technologies (India) Private Limited; Hyderabad; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Concentrix in Hyderabad seeks a Manager I, Training & Quality to oversee the Quality function, drive process improvements, and manage client expectations. You will lead DMAIC projects, calibrations, and data-driven initiatives to enhance customer experience.

The role requires strong leadership, analytics, and stakeholder management skills, with a focus on delivering measurable quality outcomes in a 24x7, fast-paced environment.

Qualifications

• Strong experience in Quality and Training in a BPO/Services environment.
• Lean Six Sigma / DMAIC knowledge with ability to lead projects end-to-end.
• Excellent analytical skills to interpret large data sets and derive actionable insights.

Responsibilities

• Quality & Performance Management: Manage the overall Quality function and ensure delivery against KPIs.
• Strengthen Quality Management frameworks and governance models for better outcomes and customer experience.
• Capture, track, and report SLA/SLO metrics aligned to client requirements.
• Evaluate Training & Transaction Quality interventions using data-driven insights.
• Drive calibrations, quizzes, D-SAT scrubbing, reviewer reviews, and consistency checks.
• Support audits, follow-ups, and corrective actions with Quality and Compliance teams.
• Lead process improvements using Lean Six Sigma / DMAIC methodologies.
• Identify improvement opportunities using metrics like NPS, CSAT, FCR, and more.
• Deliver DMAIC projects end-to-end delivering measurable business impact.
• Manage stakeholder/client interactions, governance forums, and escalations.
• Lead Client Escalation Management and ensure timely resolution.
• Deliver high-quality presentations and data-backed insights to senior management and clients.
• People Leadership & Capability Building: develop quality talent, succession planning, and coaching.

Skills

Quality Management

Analytics

Leadership

Stakeholder Management

Process Improvement

Education

Graduation

Tools

MS Excel

PowerPoint

MS Office

QA Tools

Job description

Job Title: Manager I, Training & 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

• 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

Location

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

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