Quality & Training Lead Job in Gurgaon at Concentrix

Concentrix is hiring for the role of Quality & Training Lead!

Responsibilities of  the Candidate:

• 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 KPIs.
• 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.

Requirements:

• Excellent analytical skills for both quantitative and qualitative analysis
• Excellent communication skills
• Must have a 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 of basic QC tools and be ability 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 the FMEA framework in any of the accounts
• Graduate in any discipline