Manager I, Quality

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 ...