Job Title: Sr Training & Quality Manager Job Description Job Description Summary Concentrix Corporation (NASDAQ: CNXC) is a global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligencefueled. Every day, we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise, helping over 2,000 clients solve their toughest business challenges. Whether it’s designing game-changing brand experiences, building, and scaling secure AI technologies, or running digital operations that deliver global consistency with a local touch, we have it covered. At the heart of everything we do lies a commitment to transforming the way companies connect, interact, and grow. We’re here to redefine what success means, delivering outcomes unimagined across every major vertical in 70 + markets. Virtually everywhere. Visit concentrix.com to learn more. • Lead TQ support for a new strategic offering, training and quality as a Service for our clients. • Provide Training and quality support, development of metrics and dashboards in line with customer requirements. • Ability to lead a team, coordinate with other locations and drive standardized practices. • Should meet and exceed client metrics: external & internal quality metrics should be consistently green. • Strengthen quality & training management processes/framework to improve delivery & performance. • Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation. • Drive continuous improvement program across processes. • Analysis of utilization, efficiency and available data for the process. • Undertake detailed process improvement studies and up skills the team members • Ability to get out of the box ideas and Process Improvement Initiatives in the process • Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options. • Should drive Process Control & Compliance in addition to managing Audit requirements. • Innovate new ways of learning and help drive adoption of Tech infused learning solutions. • Lead Governance & performance reviews for areas driven by T&Q team. • Mentor Green Belt/Yellow Belt projects. Profile and Experience: • 11+ years of industry experience in Quality & Training domains in contact center customer service domain. • Experience in banking domain is preferred. • Exposure to different improvement frameworks like six sigma, lean. Six Sigma Black Belt certification is preferred knowing the Global scale and impact of the role. • Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements. • Strong client-facing skills with excellent communication, negotiation and conflict management skills. • Strong Process Knowledge and Compliance to Multiple Audit procedures. • Thorough knowledge of MS office tools like Power point & excel are critical for the job • Experience in implementing innovative solutions and driving technologies, automation. • Analytical acumen and the ability to streamline complex processes Location: IND Gurugram - Ground Floor 243 Tower A SP Infocity Udhyog Vihar Phase - 1 Language Requirements: Time Type: Full time **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 (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**