Manager II, Quality

Concentrix; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Concentrix is seeking a QA Lead to guide a team of Quality Analysts and QA Leads, driving quality across processes and outcomes. The role emphasizes coaching, mentoring, and leveraging Six Sigma/COPC methodologies to enhance performance. You will implement robust QMS and ensure industry-standard compliance.

You will analyze audit findings and KPIs, share insights with stakeholders, and lead continuous improvement initiatives to optimize customer engagements and service levels.

Qualifications

• Graduation degree required or equivalent.
• Experience in QA leadership and team mentoring preferred.
• Knowledge of Six Sigma, COPC, or PDCA is advantageous.

Responsibilities

• Lead and mentor a team of Quality Analysts and QA Leads.
• Develop and drive quality management systems to ensure compliance.
• Analyze quality and performance trends and provide actionable insights.
• Collaborate with stakeholders to drive process improvements.

Skills

Analytical thinking

Problem solving

Communication

Data interpretation

MS Office

Education

Graduation

Tools

Microsoft Office Suite

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: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 in management reviews.Problem-Solving: Utilize methodologies such as Six Sigma, COPC, or PDCA to identify root causes and implement solutions for process and agent-level improvements.Key Skills & KnowledgeAnalytical & Problem-Solving Skills: Strong ability to analyze data, interpret trends, and use various tools and methodologies to solve problems effectively.Communication Skills: Excellent verbal and written communication skills to present findings, coach team members, and collaborate with stakeholders.Technical Proficiency: Ability to work with Microsoft Office Suite (Word, Excel, PPT) and interpret data for decision-making.Quality Certifications: Desirable to have certifications like Six Sigma Green Belt.Educational qualification – GraduationDisclaimer:-'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.'