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    Manager Quality - Mission, United States - Convergys

    Convergys
    Convergys Mission, United States

    1 week ago

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    Description
    time type

    Full time
    posted on

    Posted 3 Days Ago
    job requisition id

    R1451759

    Job Title:
    Manager Quality 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:
    Primary POC among 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 the 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 program.
    Work alongside Ops and hiring team 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 in periodic reviews for management

    Key skills & knowledge:
    Excellent communication & interpersonal skills
    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

    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.'

    Location:
    IND Chandigarh - DLF IT Park,(Ground Floor, Tower F)

    We will be the greatest customer engagement services company in the world, rich in diversity and talent. We will get there by embracing our culture.


    About Concentrix:
    We're a company like no other. We are fanatical about our staff and are constantly helping them grow and achieve their career goals. We are a global workplace that offers YOU infinite possibilities


    Company Overview:
    In a world full of average, we stand out. We believe experience is everything. Period. To achieve outstanding results, we're disrupting the market by being absolutely obsessed with making our clients' businesses better.

    We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers.

    Our clients notice the difference too... in increased customer loyalty, improved business performance and differentiation in their markets.

    As a diverse, global organization, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the world's best brands.

    Concentrix. A passionate company powered by passionate people.

    Concentrix CVG Corporation

    is an EEO/AA/M/F/Vet/Disability Employer.

    #J-18808-Ljbffr
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