Hiring for Manager-quality in Delhi/NCR(National Capital Region), Gurgaon for Exp. 7 - 11 yrs at Con (Delhi Job)
(Not Shown) (Please mention IndiaDynamics.com when contacting)
Job Description:Job Description Manager for Delivery Excellence/ Continuous Improvements Location Gurgaon, India Experience 6 - 8 Year experience Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents. Our 100,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics, and back office solutions in 40+ languages from 125+ delivery centers. We serve automotive banking and financial services insurance healthcare technology consumer electronics media and communications retail and e-commerce travel and transportation and energy and public sector clients. Visit www.concentrix.com to learn more Roles & amp amp Responsibilities:- Drive continuous improvement for Transaction Quality and Delivery Certified in Green Belt Manage Call Quality & amp amp Client related KPI' s Evaluate effectiveness of TQ interventions Strengthen Quality management processes / framework to improve quality delivery Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet client' s expectation Ability to get out of the box ideas and Process improvement initiatives in the process. Should drive Process control & amp amp Compliance in addition to managing Audit requirements Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires Provide quality floor support, feedback, refresher Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted Have worked on few improvement projects in his last role Essential Skills / Expertise required:- People Management skills Ability to drive initiatives to closure Ability to deal with all levels of employees Ability to provide leadership, direction and motivation to build high performing teams Analytical Skills / Quantitative skills Excellent Communication skills Data Handling / data interpretation Needs to have good working knowledge of Transaction Quality systems, tools and technologies. Should have understanding of Transition, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively High level of maturity to handle people including but not limited to client, stake holders, peers etc. Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure Detail oriented, Strong organizational skills, Presentation skills Flexible to work in 24X7 environment (night shifts and weekends basis scope) Total Experience of 6 8 Yrs (Relevant Experience of 4 6 Yrs) Experience: 7 years of experience in contact centre / outsourcing space 3 years of experience with Healthcare voice or non-voice (Email or Chat) business Shouldhave managed at least 3 high impact improvement project CSAT/ Resolution/ Cost/ AHT etc. Preferred- Experience within Healthcare domain Skills: 1. Projectmanagement 2. Effectivewritten & amp amp verbal communication including presentation skills. 3. Problemsolving 4. Sixsigma / lean knowledge or certification preferred 5. Changemanagement 6. Workingknowledge of Statistical analysis tool Minitab 7. Proficientin using MS Excel & amp amp Power Point 8. Abilityto identify improvement opportunities 9. Endto end Process mapping including VSM Disclaimer:- ' Neither Concentrix DakshServices India Private Limited nor any authorized 3rd party who assist withour recruitment process, ever askcandidates for recruitment , processing or any other kind of fees inexchange for offer letters from Concentrix. Offer letters and other recruitingcorrespondence from Concentrix are printed on Concentrix letter head withauthentic signatures of appropriate Concentrix authorities. '