Job Title:

Manager II, Quallity

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:

Develop and implement quality management systems (QMS) to ensure compliance with industry standards and regulations

Establish quality objectives and key performance indicators (KPIs) to monitor and improve overall product and process quality

Lead cross-functional teams in identifying, analyzing, and resolving quality issues using different methodologies (COPC, Six Sigma, PDCA, 7 QC tools etc)

Conduct root cause analysis (RCA) and implement corrective and preventive actions (CAPA) to address quality issues

Plan and conduct internal audits to assess the effectiveness of the QMS and identify areas for improvement

Use quality tools such as Failure Modes and Effects Analysis (FMEA), Control Charts, Box plot etc to monitor and improve process performance

Automation and RPA: Collaborate with the automation team to identify repetitive tasks that can be automated, and assist in the implementation and monitoring of RPA solutions

Act as a primary POC between the QA teams, OPS & clients

Recommended responsibilities include but are not limited to the following:

Lead, manage, motivate, and mentor a team of Quality Analysts 

Drive consistency to ensure strong quality performance and alignment across all programs

Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across the program

Work alongside Ops and hiring teams 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 give actionable insights while communicating them 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 and knowledge:

Certification in Six Sigma (Green Belt is desirable)

Excellent problem-solving and analytical skills

Strong leadership and communication skills, with the ability to work effectively with cross-functional teams

Attention to detail and a commitment to maintaining high-quality standards

Excellent MS Office skills (presentation & excel)

Should have good knowledge of FMEA – identification and mitigation of vulnerabilities

Excellent knowledge of Quality & Analytical tools

Should be well versed with Qualitative concepts

Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability

Qualification: Graduate

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.'

Location:

IND Bangalore - Millenium Towers - MT1

Language Requirements:

Time Type:

Full time

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