Training and Quality Manager

3 weeks ago

hyderabad, India Concentrix Full time
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:

 

  • Act as a primary POC   among   the QA, Training 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 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
  • Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring;
  • Providing input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies
  • Maintain accurate metrics of direct reports individual performance as well as overall team level performance
  • Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
  • Develop strong working relationships with key Business stakeholders, internal and external
  • Oversee audits of key support processes within each account and recommends changes

 

 

 

 

Key Skills and knowledge:

 

 

  • Bachelor's Degree in related field with 8+ Years of Experience (with at least 2 years of Mgmt. Experience)
  • Should have knowledge of COPC
  • 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
  • Should be well versed with Qualitative concepts for both voice & non-voice processes
  • Should have worked on process improvement projects driving Customer Experience (CSAT / NPS), Process Improvements
  • Demonstrated ability to comprehend, analyze, and interpret.
  • Solid understanding of the organization's business operations and industry.
  • Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
  • Excellent attention to detail.
  • Demonstrated ability to take initiative and ownership with focus on continuous improvement.
  • Demonstrated ability to mentor, coach and provide direction to team members

 

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 Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A

Language Requirements:

Time Type:

  • Training and Quality Manager

    2 months ago

    hyderabad, India Concentrix Full time

    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...

  • Training and Quality Manager

    2 months ago

    Hyderabad, India Concentrix Full time

    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: ...

  • Training and Quality Manager

    4 weeks ago

    Hyderabad, India Concentrix Full time

    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: ...

  • Quality and Training Team

    3 weeks ago

    Hyderabad, Telangana, India Consult Hagnos Full time

    Role: - Trainer Teams reporting - Quality and Training Team Reports to - Munisai K Hiring Manager - Munisai K About us: Ever since we began our journey in 2013, our aim has been to enable credit for every possible earning individual. Like payments, which has become digital, embedded & ubiquitous in the last 8 years, credit too will become a ubiquitous...

  • Training Manager

    2 weeks ago

    Hyderabad, Telangana, India TEKPILLAR SERVICES Full time

    We are looking for a passionate and experienced Training Manager to join our growing teamIn this role, you will play a pivotal role in developing and delivering impactful training programs for our agency channel network across given region. Responsibilities: Conduct thorough Training Needs Assessments (TNAs) to identify the specific training requirements...

  • Training Manager

    1 month ago

    hyderabad, India TEKPILLAR SERVICES Full time

    We are looking for a passionate and experienced Training Manager to join our growing team!In this role, you will play a pivotal role in developing and delivering impactful training programs for our agency channel network across given region. Responsibilities: Conduct thorough Training Needs Assessments (TNAs) to identify the specific training...

  • Training Manager

    20 hours ago

    hyderabad, India TEKPILLAR SERVICES Full time

    We are looking for a passionate andexperienced Training Manager to join our growing team!In this role you will play a pivotal role in developing anddelivering impactful training programs for our agency channelnetwork across given region. Responsibilities: Conduct thorough Training Needs Assessments(TNAs) to identify the specific training requirements for...

  • Training Manager

    1 month ago

    Hyderabad, India ADCI HYD 13 SEZ Full time

    ROC OverviewRelay Operations Center (ROC) is the central command and control center for ‘Transportation Execution’ across the Amazon Supply Chain network supporting multiple geographies like NA, India and EU. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon facilities and to carrier hubs. In case of any exceptions,...

  • Training Manager

    1 month ago

    hyderabad, India ADCI HYD 13 SEZ Full time

    ROC OverviewRelay Operations Center (ROC) is the central command and control center for ‘Transportation Execution’ across the Amazon Supply Chain network supporting multiple geographies like NA, India and EU. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon facilities and to carrier hubs. In case of any exceptions,...

  • Training Manager

    2 weeks ago

    Hyderabad, Telangana, India ADCI HYD 13 SEZ Full time

    ROC OverviewRelay Operations Center (ROC) is the central command and control center for 'Transportation Execution' across the Amazon Supply Chain network supporting multiple geographies like NA, India and EU. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon facilities and to carrier hubs. In case of any exceptions, ROC...

  • Technical Training Manager

    1 week ago

    hyderabad, India Tech Mahindra Full time

    Role- Training Manager- Service Desk/ TechnicalExperience- 10+ yearsLocation- HyderabadCreate training and development programs / plans for specific LOBResponsible for New hire training (end to end)Track and improve post training effectiveness.Responsible for Floor training based on TNI (end to end)Manage PKTs & all Knowledge assessments.Own update...

  • Technical Training Manager

    1 week ago

    Hyderabad, India Tech Mahindra Full time

    Role- Training Manager- Service Desk/ Technical Experience- 10+ yearsLocation- Hyderabad Create training and development programs / plans for specific LOBResponsible for New hire training (end to end)Track and improve post training effectiveness.Responsible for Floor training based on TNI (end to end)Manage PKTs & all Knowledge assessments.Own update...

  • Technical Training Manager

    1 week ago

    hyderabad, India Tech Mahindra Full time

    Role- Training Manager- Service Desk/ Technical Experience- 10+ years Location- Hyderabad Create training and development programs / plans for specific LOB Responsible for New hire training (end to end) Track and improve post training effectiveness. Responsible for Floor training based on TNI (end to end) Manage PKTs & all Knowledge assessments. Own update...

  • Technical Training Manager

    3 days ago

    Hyderabad, India Tech Mahindra Full time

    Role- Training Manager- Service Desk/ Technical Experience- 10+ yearsLocation- Hyderabad Create training and development programs / plans for specific LOBResponsible for New hire training (end to end)Track and improve post training effectiveness.Responsible for Floor training based on TNI (end to end)Manage PKTs & all Knowledge assessments.Own update...

  • Training Manager

    3 weeks ago

    hyderabad, India Marriott International Full time

    JOB SUMMARY Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization’s mission and vision. Works with property leadership team to identify and address employee and organizational development needs. The position is responsible for ensuring effective training is in place...

  • Quality Manager

    4 weeks ago

    hyderabad, India HGS - Hinduja Global Solutions Full time

    About HGSA part of the multi-billion-dollar conglomerate Hinduja Group, HGS is a global leader in business process management (BPM) and optimizing the customer experience lifecycle. We are committed to our mission to innovate, optimize, and grow our clients’ business with the perfect balance of technology and people. Our expertise lies in combining...

  • Quality Manager

    1 month ago

    Hyderabad, India HGS - Hinduja Global Solutions Full time

    About HGS A part of the multi-billion-dollar conglomerate Hinduja Group, HGS is a global leader in business process management (BPM) and optimizing the customer experience lifecycle. We are committed to our mission to innovate, optimize, and grow our clients’ business with the perfect balance of technology and people. Our expertise lies in combining...

  • Quality Manager

    4 weeks ago

    Hyderabad, India HGS - Hinduja Global Solutions Full time

    About HGS A part of the multi-billion-dollar conglomerate Hinduja Group, HGS is a global leader in business process management (BPM) and optimizing the customer experience lifecycle. We are committed to our mission to innovate, optimize, and grow our clients’ business with the perfect balance of technology and people. Our expertise lies in combining...

  • Quality Manager

    4 weeks ago

    hyderabad, India HGS - Hinduja Global Solutions Full time

    About HGS A part of the multi-billion-dollar conglomerate Hinduja Group, HGS is a global leader in business process management (BPM) and optimizing the customer experience lifecycle. We are committed to our mission to innovate, optimize, and grow our clients’ business with the perfect balance of technology and people. Our expertise lies in combining...

  • Associate Training Manager

    2 weeks ago

    Hyderabad, Telangana, India IDFC FIRST Bank Full time

    Role/ Job Title :Associate Training Manager Function/ Department: Training Job Purpose: This role will have dual responsibility. They will have blended role between process and soft skills trainer. They will be conducting end to end training, supporting agent from new hire, on job training and on floor training on updates, changes and...