Concentrix Việt Nam ★ 3.2

About Concentrix

Concentrix, is a technology-enabled global business services company (Nasdaq listed: CNXC) specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across six continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design.

Visit www.concentrix.com to learn more.

Job Description:

ROLE : Manager – Training & Quality

LOCATION: District 12, QTSC1

Role & Responsibilities:

• Responsible for managing team of QAs & Trainer
• Data analysis and making designated reports/decks
• Client & stakeholder managment
• Participating in internal & external calibrations
• Communication to heighten awareness and focusing on importance of positive customer experience
• Making recommendations and driving improvement
• Ensuring that internal policies, procedures, and compliance regulations are being followed
• Reduce learning curve and help enhance product/process knowledge of new joiners.
• Ensuring that internal policies, procedures, and compliance regulations are being followed

General and Specific skills:

• At least 1 year experience in QA cum Trainer Manager for Call Center
• Ensure that Process quality and training is delivered effectively in the stipulated timelines
• Evaluate process quality and take corrective actions which should be tangible
• Evaluate effectiveness of T & D interventions
• Improve calibration of QIC, SME and CSM within team
• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
• Design and develop Quality framework
• Ensure uniform quality of training being delivered by all training teams in line with client requirement
• Interact and streamline channels of communications with other Functions and Clients