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Job Title: Manager I, 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: • 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. Key Skills and knowledge: • Knowledge about computers & MS Office. • Excellent communication skills. • Good people management skills • Anal
Multinational business services company headquartered in Fremont, California
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