Manager I Quality

Job Title: Manager I Quality 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. Job Responsibilities: - Responsible for Training, developing, and managing performance of training staff; providing prompt and objective coaching and counselling; and coordinating, planning, and assigning work Oversee new hire trainings, performance of the batches, attrition for new hires, continuous improvement of the floor agents & supervisors, program specific training, and other trainings as needed by the business Ensure successful execution of local training needs including resource planning, measuring program training effectiveness, and managing trainer attrition Utilize effective presentation and facilitation skills including creative training techniques and accelerated learning techniques using a variety of training delivery modalities in a classroom environment Ensure effective, consistent communication with managers, peers, operations, and other resource groups, including day-to-day interaction with clients Develop and cultivate partnership with operations, other business units, resource units, and clients Responsible for on-going classroom observations of direct reports, providing guidance, mentoring, and support that focuses on performance improvement Monitor and ensure completion of daily training administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner Responsible for day-to-day functional supervision of learners within the program training and/or other curriculum delivered through a variety of classroom environments, including attendance and student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations. Team Leadership & Management: Lead, manage, and mentor a team of Quality Analysts and QA Leads, providing coaching and development to ensure consistent and strong quality performance Quality System Implementation: Develop, implement, and drive quality management systems (QMS) and processes to ensure compliance with client and industry standards Performance Analysis & Improvement: Analyze quality and performance trends, aggregate audit findings, and provide actionable insights to identify and resolve quality issues and drive business KPIs. Stakeholder Collaboration: Develop strong working relationships with business stakeholders, both internal and external, to collaborate on improvement action plans. Metric Reporting: Track and maintain accurate metrics for direct reports and overall team performance, and present findings at MBRs and QBRs