The Role
Manage call quality and delivery KPIs, drive continuous improvement and process control, support audits and compliance, provide training and floor support, capture and report SLA/SLO metrics, and collaborate with clients and cross-functional teams to improve service quality.
Summary Generated by Built In
Job Title:
Manager I, QualityJob 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 expectationsRole and Key Responsibilities:- Drive continuous improvement for TQ and Delivery.
- Manage Call Quality & Client related KPI's.
- Evaluate effectiveness of TQ interventions .
- Strengthen Training & Quality management processes / framework to improve quality of delivery.
- Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet the client's expectations.
- Drive Process control & Compliance in addition to managing the Audit requirements.
- Ensure knowledge consistency through calibration, quizzes, D-Sat scrubbing etc.
- Interact and streamline channels of communication with other Functions and Clients.
- Provide quality floor support, feedback, refresher and corrective training
- Support cross process / location teams.
- Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.
- Knowledge about computers & MS Office.
- Excellent communication skills.
- Good people management skills
- Analytical / Quantitative skills
- Maturity in handling customers and work in a multi culture process environment
- Data Handling / data interpretation
- Good working knowledge of T&TQ (Training & Transaction Quality) systems, tools and technologies.
- High level of maturity to handle people including but not limited to client, stake holders, peers etc.
- Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure in an unstructured environment
- Detail oriented with Strong organizational and Presentation skills
- Flexible to work in a 24X7 environment (night shifts and weekends basis scope)
- Ability to generate and implement out of the box ideas and Process improvement initiatives in the process.
- Designed the FMEA framework in the existing organization or in the past
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 - Embassy Manyata Business Park 4th Floor Block F2Language Requirements:
Time Type:
Full timeSkills Required
- Graduation
- Knowledge about computers and MS Office
- Excellent communication skills
- Good people management skills
- Analytical / quantitative skills
- Data handling and data interpretation
- Working knowledge of Training & Transaction Quality (T&TQ) systems, tools and technologies
- Maturity in handling customers and working in a multi-culture process environment
- Flexible to work in a 24x7 environment (night shifts and weekends as per scope)
- Experience designing or implementing an FMEA framework
- Process oriented with planning, decision making, prioritization and ability to meet deadlines under pressure
- Ability to generate and implement process improvement initiatives
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The Company
What We Do
CNX Resources Corporation (NYSE: CNX) is the premier natural gas development, midstream, and technology company in Appalachia – one of the most energy abundant regions in the world. We believe in an Appalachia First approach to our work – prioritizing investments and utilizing home-grown resources that truly make a Tangible, Impactful, and Local difference in our regional communities first, and then far beyond. Over the past 150+ years, our 100% local workforce has produced low cost and low emission natural gas to help meet the world’s growing energy demand and catalyze environmental progress. Learn more about our company at CNX.com. Or, to view stories on our vision, innovations and actions, visit PositiveEnergyHub.com
