Manager II, Quallity

Job Title:

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:

• Develop and implement quality management systems (QMS) to ensure compliance with industry standards and regulations

• Establish quality objectives and key performance indicators (KPIs) to monitor and improve overall product and process quality

• Lead cross-functional teams in identifying, analyzing, and resolving quality issues using different methodologies (COPC, Six Sigma, PDCA, 7 QC tools etc)

• Conduct root cause analysis (RCA) and implement corrective and preventive actions (CAPA) to address quality issues

• Plan and conduct internal audits to assess the effectiveness of the QMS and identify areas for improvement

• Use quality tools such as Failure Modes and Effects Analysis (FMEA), Control Charts, Box plot etc to monitor and improve process performance

• Automation and RPA: Collaborate with the automation team to identify repetitive tasks that can be automated, and assist in the implementation and monitoring of RPA solutions

• 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 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 the program

• Work alongside Ops and hiring teams 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 management reviews

   Key skills and knowledge:

• Certification in Six Sigma (Green Belt is desirable)

• Excellent problem-solving and analytical skills

• Strong leadership and communication skills, with the ability to work effectively with cross-functional teams

• Attention to detail and a commitment to maintaining high-quality standards

• 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

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

Qualification: Graduate

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.'

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