Job Title:

Sr. Manager, Training & Quality

Job Description

Concentrix Corporation (NASDAQ: CNXC) is a global technology and services leader that powers the
world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligencefueled. Every day, we design, build, and run fully integrated, end-to-end solutions at speed and scale
across the entire enterprise, helping over 2,000 clients solve their toughest business challenges.
Whether it’s designing game-changing brand experiences, building, and scaling secure AI
technologies, or running digital operations that deliver global consistency with a local touch, we have
it covered. At the heart of everything we do lies a commitment to transforming the way companies
connect, interact, and grow. We’re here to redefine what success means, delivering outcomes
unimagined across every major vertical in 70 + markets. Virtually everywhere. Visit concentrix.com
to learn more.

Position: Sr. Manager, Training & Quality
The Role
We are looking for a seasoned professional who would oversee training and quality as a function for
a client in financial services. 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

Essential Job Elements:

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.Drive continuous improvement program across processes.Analysis of utilization, efficiency and available data for the process.Undertake detailed process improvement studies and up skills the team membersAbility to get out of the box ideas and Process Improvement Initiatives in the processTranslate 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, especially in fincrime, fraud, and disputes.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 jobExperience in implementing innovative solutions and driving technologies, automation.Analytical acumen and the ability to streamline complex processes.
 

Location:

IND Gurugram - 2nd Flr RMZ Infinity Plot No. 15

Language Requirements:

Time Type:

Full time

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