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. Role and Key Responsibilities Drive employee performance by designing, delivering, and evaluating onboarding and upskilling programs. Bridge gaps between operations and training by coaching agents, conducting process/soft skills training, and analyzing performance data to improve quality metrics. The role focuses on developing training materials, managing classroom logistics, and mentoring junior trainers to meet client KPIs.  Training Delivery: Conduct new hire orientation, process training (technical/product), and soft skills/communication training. Curriculum Development: Create and update training modules, manuals, presentations, and assessments tailored to process requirements. Coaching & Development: Monitor agent performance (side-by-sides, call listening), provide feedback, and run refresher sessions for underperformers. Performance Tracking: Analyze training effectiveness using KPIs, surveys, and post-training assessments to report progress to management. Stakeholder Management: Collaborate with Operations and Quality teams to identify skill gaps and align training with business objectives. Mentorship: Mentor and guide junior trainers and act as a Subject Matter Expert (SME).  Key Performance Indicators (KPIs) to be met, among others- New hire nesting performance and speed-to-proficiency. Reduction in agent attrition during training. Improvement in Quality Assurance (QA) scores post-refresher training.  Key skills and knowledge: Subject Knowledge: Strong understanding of BPO operations, quality frameworks, and, for international processes, familiarity with client-specific accents/tone. Exceptional communication, facilitation, presentation, and interpersonal skills. Tools: Proficiency in MS Office Suite (PowerPoint, Excel) and Learning Management Systems (LMS).

Bachelor’s degree in education, Human Resources, or a related field (preferred).  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: IND Gurugram - Ground Flr to 9th Flr JSK Tower situated on Plot No 13 Sector 32 Language Requirements: Time Type: Full time