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Reimagine your career
Join our team as a Training & Quality Manager and be responsible for delivering exceptional training and maintaining high-quality standards at Concentrix + Webhelp.
With game-changers in over 70 different countries, we celebrate our differences and embrace what makes you unique. Imagine being a part of a company that supports each other’s success and well-being, giving you the tools and support you need to be the best version of yourself and embark on a career with endless possibilities.
In this role, you'll shape and execute our Training and Quality strategy, ensuring it aligns with our best practices. Your expertise will be crucial in developing and guiding the Quality and Training Managers to deliver outstanding results.
Your impact will be felt through your focus on quality assurance, elevating the effectiveness of our training programs, and identifying key trends to enhance the client experience.
If you're ready to drive performance improvement and make a significant impact on our front-line teams, apply today!
What you will do in this role
- Drive continuous improvement in Transactional Delivery and Quality Management.
- Ensure adherence to Process control, Compliance, and Audit requirements.
- Manage overall Quality and Training functions, meeting Internal & Client KPI's.
- Streamline communication with Functions and Clients, handling escalations.
- Implement process improvement initiatives and support cross-location teams.
- Exceed Client Metrics, ensuring Green Training Metrics consistently.
- Collaborate with stakeholders for effective delivery and minimize escalations.
- Lead and supervise Trainers, improving Training Framework and processes.
- Analyze metrics, identify root causes, and propose improvement solutions.
- Own compliance, data security, and risk assessment, ensuring process integrity.
Your qualifications
Concentrix + Webhelp is a great match if you have:
- Equivalent experience as Assistant manager/ Deputy Manager or Quality manager is required
- Excellent analytical skills for both quantitative and qualitative analysis
- Excellent communication skills
- Must have good working knowledge of MS Office tools (MS word, MS excel, MS ppt etc.) and Google suite (like google sheets, google docs, google slides, data studio etc.)
- Ability to handle and interpret large volumes of data
- Good working knowledge of TQ (Transaction Quality) systems, tools and technologies
- Mastery in basic QC tools and to be able to train and mentor new QAs and TLs
- Flexible to work in a 24X7shift environment (night shifts and weekends basis scope)
- Willing to work in Voice as well as Non-voice process
- Certified / Trained Six Sigma Green Belt Professional
- Practical understanding and implementation of FMEA framework in any of the accounts
- Graduate in any discipline
Please note that the appointment will be made in line with the in line with the company’s EE Plan.
Please complete our online assessment, which you'll receive a link for via email after applying. Passing this step is an essential part of the selection process. The sooner you get this done, the quicker we can dive into reviewing your application
