Manager - I Training & Quality

Training & Quality

Job Title:

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:

• Responsible for managing the training function End to End for multiple LOBs / Sites / Locations within the process
• Plan, observe and ensure Trainer Development using effective methods such as classroom training, observations, demonstrations, on-the-job training, meetings, mentoring and workshops
• Aligning Trainers’ roster weekly to provide maximum coverage for tasks such as New Hires transaction monitoring, coaching completion and Refresher Trainings
• Assess Trainers’ facilitation skills during classroom training sessions and provide feedback
• Govern Trainer calibration sessions on product knowledge
• Supervise training team through regular team reviews on performance (such as upskilling targets, throughput, first pass, refresher training coverage)
• Manage new hire and team’s early warning system and retention
• Support trainers during Nesting phase and ensure all the activities are performed as per the standard process and procedure
• Drive monthly knowledge checks and refresher training completion basis TNA (training need analysis) and publish refresher completion reports with pre / post-performance to show any improvement
• Collect Data and perform analysis and RCA on metrics and publish reports accordingly
• Training Performance Management and Training Reporting and Analysis
• Process Improvement Projects
• Drive continuous improvement for Transaction Quality and Delivery
• Manage process Quality & Client related KPI's
• Evaluate effectiveness of TQ interventions
• Provide strong insights and analytics on process opportunities
• Strengthen Quality management processes / framework to improve quality delivery
• Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client' expectations
• Generate and implement out of the box ideas and Process improvement initiatives in the process.
• Drive Process control & Compliance in addition to managing the Audit requirements
• Drive quality floor support, feedback and refresher training
• Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted
• Interact and streamline channels of communications with other Functions and Clients
• Provide quality floor support, feedback, refresher and corrective training

Key skills and 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, stakeholders, 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)

Educational qualification: Graduation

Disclaimer:-

'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.

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