Sr Training & Quality Manager

Concentrix; Gurugram District; Sur place; INR 1 500 000 - 2 500 000; Plein temps

Résumé du poste

Concentrix is seeking a mid-senior level Manager for Leadership Acquisition who will oversee training and quality for premium ecommerce clients. The successful candidate will implement best practices, lead a team, and ensure compliance while innovating training solutions. With a strong focus on quality management and analytical skills, this role offers a chance to drive significant process improvements in the contact center industry.

Qualifications

• 11+ years of experience in Quality & Training domains.
• Exposure to Six Sigma and Lean improvement frameworks.
• Strong communication, negotiation, and conflict management skills.

Responsabilités

• Lead TQ support for new strategic offerings.
• Develop metrics and dashboards aligned with customer requirements.
• Strengthen management processes/frameworks for delivery and performance.

Connaissances

Quality Management

Training

Process Improvement

Client-Facing Skills

Analytical Skills

Formation

Six Sigma Black Belt Certification

11+ years in Quality & Training

Outils

MS Office

Description du poste

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Manager, Leadership Acquisition at Concentrix, a global technology and services leader.

The Role

We are looking for a seasoned professional who would oversee training and quality as a function for a premium global ecommerce clients. The identified resource is expected to lead standardization, adoption of best practices from the industry and implement the new concepts of training & quality, which help meet our overall business objectives

• Lead TQ support for a new strategic offering, training and quality as a Service for our clients.
• Provide Training and quality support, development of metrics and dashboards in line with customer requirements.
• Ability to lead a team, coordinate with other locations and drive standardized practices.
• Should meet and exceed client metrics: external & internal quality metrics should be consistently green.
• Strengthen quality & training management processes/framework to improve delivery & performance.
• Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation.
• Analysis of utilization, efficiency and available data for the process.
• Undertake detailed process improvement studies and up skills the team members
• Ability to get out of the box ideas and Process Improvement Initiatives in the process
• Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options.
• Should drive Process Control & Compliance in addition to managing Audit requirements.
• Innovate new ways of learning and help drive adoption of Tech infused learning solutions.
• Lead Governance & performance reviews for areas driven by T&Q team.
• Mentor Green Belt/Yellow Belt projects

Profile and Experience:

• 11+ years of industry experience in Quality & Training domains in contact center customer service domain in banking processs.
• Exposure to different improvement frameworks like six sigma, lean. Six Sigma Black Belt certification is preferred knowing the Global scale and impact of the role.
• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
• Strong client-facing skills with excellent communication, negotiation and conflict management skills.
• Strong Process Knowledge and Compliance to Multiple Audit procedures.
• Thorough knowledge of MS office tools like Power point & excel are critical for the job
• Experience in implementing innovative solutions and driving technologies, automation.
• Analytical acumen and the ability to streamline complex processes.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance

• Industries

  Outsourcing and Offshoring Consulting

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