Quality Manager

Concentrix Technologies (India) Private Limited; Mumbai Suburban; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Concentrix Technologies (India) Private Limited in Mumbai seeks a Quality Manager II to lead Transaction Monitoring across programs and sites. You will supervise quality staff, ensure accurate evaluations, and drive performance and development of QA teams.

The role requires strong leadership, analytics, and the ability to manage multiple stakeholders, deliver insights for continuous improvement, onboard and coach QAs, implement QA processes, and drive KPIs in a 24x7 environment.

Qualifications

• Graduation is required.

Responsibilities

• Act as primary POC between QA teams and clients.
• Lead, manage, motivate, and mentor a global team of Quality Analysts.
• Drive consistency to ensure strong quality performance across programs.
• Deliver insights to improve customer experience and KPIs.
• Collaborate with Ops and hiring teams on onboarding, coaching, remediation, training and development for QAs and QA Leads.
• Implement and drive QA processes and structure.

Skills

People management

Initiative ownership

Stakeholder management

Leadership

Analytical skills

Communication skills

Data handling

Quality tools

Process mapping

Planning and deadlines

Presentations

24x7 operations

Six Sigma (preferred)

BPMS knowledge

Education

Graduation

Job description

Job Title

Quality Manager

Job Description

The Manager II, Quality is responsible for managing Transaction Monitoring for clients with multiple programs or lines of businesses which can be across multiple sites/geos. This position supervises all Quality staff members who support their assigned portfolio. He/she is responsible for the accuracy of evaluations, analysis and overall performance of Quality staff members, as well as the skill level and development of the employees in their teams. 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

• Act as a primary POC between the QA teams and clients.
• Recommended responsibilities include but are not limited to the following:
• Lead, manage, motivate, and mentor a global team of Quality Analysts
• Drive consistency to ensure the strong quality performance and alignment across all programs.
• Deliver insights to continuously improve and deliver outstanding customer experience across program.
• Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads
• Implement and drive the QA process and structure.
• Identify possible issues and trends and communication to relevant stakeholders.
• Implement initiatives and projects to counteract any possible trends, drive business KPIs.
• Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency.
• Analyse quality and performance trends to provide recommendations for program improvement.
• Responsible for the delivery of vendor quality metrics at management reviews

Key skills & knowledge

• People Management skills
• Ability to drive initiatives to closure.
• Ability to deal with all levels of employees.
• Ability to provide leadership, direction, and motivation to build high performing teams.
• Analytical and Quantitative skills
• Excellent Communication skills
• Data Handling / data interpretation skills
• Good working knowledge of Transaction Quality systems, tools, and technologies.
• Should understand Transitions, which is spread between the Handover, Start-up, Manage and Exit phases to be able to manage Transaction Quality functions effectively.
• High level of maturity to handle people including but not limited to client, stake holders, peers etc.
• Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure.
• Detail oriented, Strong organizational and Presentation skills
• Flexible to work in a 24X7 environment (night shifts and weekends basis scope)
• Six Sigma certified (Preferred)
• Knowledge of quality tools/ structures / Process Mapping / SOP (BPMS) creation etc.

Educational Qualification

Graduation

Location

IND Mumbai -Paradigm Towers Mindspace Malad West 301 3rd Floor A Wing

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 design brand-defining experiences. The technologists & engineers who build smarter 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.