Supervisor Quality and Training

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: -

• Drive continuous improvement for Transaction Quality and Delivery

• Manage Transaction Quality & Client related Key Performance Indicators (KPIs)

• Evaluate effectiveness of transactional quality interventions

• Strengthen Quality management processes / framework to improve quality delivery

• Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client's expectations

• Generate and implement out of the box ideas and Process improvement initiatives in the process

• Drive Process control & Compliance in addition to managing the Audit SLAs

• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires

• Support Quality and Compliance team to perform various audits and follow-ups based on the observations highlighted.

Training

• Design quality and experiential learning programs or content on selling skills involving eLearning modules, live lab practice and handholding sessions

• Delivery of process specific training for new hire batches which includes monitoring, mentoring, and evaluating the participants’ progress

• Responsible for new hire performance management that include classroom training, nesting / grad bay / academy and first 30 days production, gauging process knowledge level, floor support assistance, monitoring transactions, individual coaching and feedback, refresher sessions, tracking trainees’ EWS

• Manage batch level activities timely, that include attendance tracking, day end reports, curriculum coverage, tracking trainees’ assessment scores

• Conduct monthly transaction audits and share feedback to improve process knowledge, communication, and soft skills

• Evaluate new hire and floor performance to identify training effectiveness and training needs; simultaneously plugging opportunities back into New Hire Training

• Work closely with the Operations & Quality teams, to co-own team and unit level targets

• Assess, identify and own agent level performances, training need identification, as well as agent churn and basis TNA / TNI, conduct monthly refreshers on process and sales for continuous improvement.

• Responsible for New Hire Performance and Floor Intervention reporting dashboards including intelligent analysis on pre / post performance and needle movement

• Responsible for conducting client training sessions for production agents and new hire training classes

• Liaise with clients and other departments to drive key training project to improve performance

• Perform operational activities such as processing contacts, transaction monitoring, participation in the process calibration sessions

Desired Skills:-

• Good Training & Quality domain knowledge & Tool management

• Excellent communication skills in English (oral and written) with excellent comprehension ability

• Flexible to work in 24X7 environment (night shifts and weekends basis scope)

• Detail oriented, Strong organizational skills and excellent presentation skills

• People Management skills and great ability to deal with all levels of employees - High level of maturity to handle people including but not limited to client and leadership

• Ability to drive initiatives to closure

• Ability to provide leadership, direction and motivation to build high performing teams

• Analytical / Quantitative skills

• Good working knowledge of Training & Quality systems, tools and technologies – Should be able to demonstrate that and train the existing QA & Training resources

• Should have a clear understanding of Transition, which is spread between the Handover, Start-up, Manage and Exit phases to be able to manage Transaction Quality functions effectively

• Process oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet time-lines and work under pressure

• Candidates with role specific certification (Six Sigma Lean) preferred

Education Qualification: - Graduation

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.'

Location:

Language Requirements:

Time Type:

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents