Training and Quality Manager

Concentrix; Gurugram District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Concentrix is seeking an experienced Training Manager in Gurugram to lead and develop training staff, drive performance, and coordinate programs across the floor. This role focuses on onboarding, coaching, and continuous improvement within a fast-paced contact center environment.

You will oversee new hire trainings, measure training effectiveness, mentor teams, and ensure quality systems compliance while collaborating with operations and clients.

Qualifications

• Bachelor's degree in a related field with extensive experience in training/learning and development.
• Proven ability to mentor, coach, and provide direction to a team.
• Strong communication skills, both written and verbal.

Responsibilities

• Training staff development, performance coaching, and coordinating work assignments.
• Oversee new hire trainings, batch performance, attrition, and program training.
• Ensure local training needs are met, measure training effectiveness, and manage trainer attrition.
• Use engaging presentation and facilitation techniques across multiple classroom modalities.
• Maintain clear communication with managers, operations, and clients.
• Build partnerships with operations, other units, and clients.
• Conduct classroom observations and provide coaching for performance improvement.
• Track daily training administration: attendance, timekeeping, and data entry.
• Supervise learners in program training and other curricula; monitor progress.
• Lead QA Analysts and QA Leads; provide coaching and development.
• Develop and drive quality management systems (QMS) for compliance.
• Analyze quality trends, audit findings, and KPIs; drive improvements.
• Collaborate with stakeholders to implement improvement plans.
• Report metrics and present at MBRs and QBRs.
• Apply Six Sigma, COPC, or PDCA to identify root causes and solve issues.
• Participate in process-level projects and idea implementation.

Skills

Team leadership

Coaching

Quality analysis

Six Sigma

Communication

MS Office

Process improvement

Training delivery

Data interpretation

Education

Bachelor's degree in related field

Tools

Microsoft Office

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.

Job Responsibilities

• Responsible for Training, developing, and managing performance of training staff; providing prompt and objective coaching and counselling; and coordinating, planning, and assigning work
• Oversee new hire trainings, performance of the batches, attrition for new hires, continuous improvement of the floor agents & supervisors, program specific training, and other trainings as needed by the business
• Ensure successful execution of local training needs including resource planning, measuring program training effectiveness, and managing trainer attrition
• Utilize effective presentation and facilitation skills including creative training techniques and accelerated learning techniques using a variety of training delivery modalities in a classroom environment
• Ensure effective, consistent communication with managers, peers, operations, and other resource groups, including day-to-day interaction with clients
• Develop and cultivate partnership with operations, other business units, resource units, and clients
• Responsible for on-going classroom observations of direct reports, providing guidance, mentoring, and support that focuses on performance improvement
• Monitor and ensure completion of daily training administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner
• Responsible for day-to-day functional supervision of learners within the program training and/or other curriculum delivered through a variety of classroom environments, including attendance and student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations.
• 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 at MBRs and QBRs
• Problem-Solving:Utilize methodologies such asSix Sigma,COPC, orPDCAto identify root causes and implement solutions for process and agent-level improvements.
• Process Level Projects – idea implementation,

Desired Skill Set

• Bachelor's degree in related field from a four-year college or university with more than seven years of relevant experience (with two to four years of Progressive Mgmt. Experience) preferred.
• Prior experience in customer service or call centre environment preferred.
• Excellent communication skills, both written and verbal.
• Demonstrated ability to mentor, coach and provide direction to a team of employees.
• Knowledge of general Concentrix operating policies and procedures.
• Ability to work a flexible schedule.
• Ability to effectively present information to internal and external associates.
• Analytical & 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.
• COPC knowledge is must for both Training & Quality
• Quality Certifications:Desirable to have certifications like Six Sigma Green Belt.

Educational Qualification: Graduate