Manager I, Training & Quality

Job Title: Manager I, Training & 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. Role and Key responsibilities: Quality & Performance Management Manage the overall Quality function and ensure consistent delivery against all Internal and Client-defined KPIs. Strengthen and evolve Quality Management frameworks and governance models to improve quality outcomes and customer experience. Ensure accurate capture, tracking, and reporting of SLA / SLO metrics, aligning reports to client requirements. Evaluate the effectiveness of Training & Transaction Quality (T&TQ) interventions using data-driven insights. Drive calibrations, quizzes, D-SAT scrubbing, reviewer reviews, and consistency checks to ensure standardized quality evaluations. Support Quality and Compliance teams to conduct audits, follow-ups, and corrective actions based on audit findings. Process Improvement & Analytics Lead process improvement initiatives using Lean Six Sigma / DMAIC methodology. Identify improvement opportunities using metrics such as Resolution Rate, Transfer Rate, NPS, FCR, CSAT, etc. Generate out-of-the-box ideas to enhance efficiency, quality, and customer experience. Independently run DMAIC projects end-to-end, delivering measurable business impact. Drive process controls, risk mitigation, and compliance adherence across operations. Stakeholder & Client Management Act as a key interface with internal functions (Operations, Training, Compliance, WFM, HR) to drive alignment. Manage internal and external client interactions, including reviews, governance forums, and escalations. Lead Client Escalation Management, ensuring timely resolution and prevention of recurrence. Deliver high-quality presentations and data-backed insights to senior management and clients. People Leadership & Capability Building Manage and control quality team attrition through engagement, career development, and coaching initiatives. Groom and develop Quality talent in-house, creating strong succession pipelines. Provide leadership, direction, and motivation to build high-performing Quality and Compliance teams. Develop and maintain a training calendar based on robust Training Needs Analysis (TNA). Foster a culture of continuous improvement, ownership, and accountability. Key Skills and knowledge: Technical & Functional Skills Strong experience in Transaction Quality and Training Quality (T&TQ) within a BPO environment. Banking domain experience with solid understanding of customer service and customer experience drivers. Complete understanding of Lean Six Sigma / DMAIC with the ability to independently run improvement projects. Strong analytical ability to interpret large data sets and derive actionable insights.