Manager I, Quality - #941641

Concentrix


Date: 1 week ago
City: Greater Noida, Uttar Pradesh
Contract type: Full time

  • 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 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 at MBRs and QBRs

Key skills & knowledge:

  • Excellent communication & interpersonal skills

  • Excellent MS Office skills (presentation & excel)

  • Should have good knowledge of FMEA - identification and mitigation of vulnerabilities

  • Excellent knowledge of Quality & Analytical tools

  • Preferred candidates from banking process.

  • Should be well versed with Qualitative concepts

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

Educational Qualification: Graduation

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a CV

Similar Jobs

DevOps Engineer | 10+ yrs IRC211220

GlobalLogic A Hitachi Group Company, Greater Noida, Uttar Pradesh
13 hours ago
Work Model:HybridDescriptionJoin GlobalLogic, to be a valid part of the team working on a huge software project for the world-class company providing M2M / IoT 4G/5G modules e.g. to the automotive, healthcare and logistics industries. Through our engagement, we contribute to our customer in developing the end-user modules firmware, implementing new features, maintaining compatibility with the newest telecommunication and industry...

Channel Sales Head

Antal International Network, Greater Noida, Uttar Pradesh
2 days ago
Job DescriptionKey Responsibilities: -. Manage the P&L. Go-to-Market Strategy. Execute the GTM strategy in the assigned zone with a team of 30+ Account managers and Zonal Managers. Build sales plans, forecasts, funnel and strategies to achieve sales targets and profitability growth. Deliver as per the assigned targets for sales, revenue growth, churn and product mix for the respective zone. Focus...

SENIOR CONSULTANT

HCL Technologies Limited, Greater Noida, Uttar Pradesh
3 days ago
Job Description (Posting).To create, assign and track the project [module] work plans for delivery and also provide technical guidance for work completion. (1.) To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations. (2.) To create work plans, monitor and track the work schedule for on time delivery as per the defined...