Senior Manager, Training & Quality

Senior Manager, Training & Quality

Senior Manager, Training & Quality


Job description


We are looking for a seasoned quality professional who would oversee training and transactional quality as a function for ICOE accounts. The identified resource is expected to lead Standardization, adoption of best practices from the industry and implement the new concepts of training, which help meet our overall business objectives.

Expectations from the role

  • 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
  • Mentor Green Belt/Yellow Belt projects
  • Drive culture of continuous improvement
  • Provide Training and quality support, development of metrics and dashboards in line with customer requirements
  • Ability to lead a team, coordinate with other location and drive standardized practices
  • Should meet and exceed client metrics: External & internal quality metric should be consistently green
  • 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 clients expectation
  • Ability to get out of the box ideas and Process Improvement Initiatives in the process
  • Should drive Process Control & Compliance in addition to managing Audit requirements
  • Should ensure Knowledge consistency through means like calibrations, Quizzes, D-Sat Scrubbing etc.
  • Should have persuasive, collaborative and influencing skills
  • Strong interpersonal skills to manage client expectations/engagements effectively
  • Excellent Transactional Quality Domain Knowledge
  • Strong Process Knowledge and Compliance to Multiple Audit Postures
  • Design overall framework of learning development for associates across all locations in India
  • Translate E business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options
  • Define functional learning paths that are directly linked to organizational and business goals by establishing and maintaining partnerships with key business leaders, HR Generalists and the Performance Management team
  • Define a framework for measurement and analysis of learning impact on change in associate behavior and performance
  • Ensure consistency in training content effectiveness by defining and operationalizing a content evaluation framework for programs
  • Design and develop outline for associate and senior leader on-boarding
  • Integrate continued education as part of overall associate development by defining and managing an education reimbursement policy for higher education programs and certifications
  • Assist business in evaluating and selecting internal candidates for supervisor roles by designing and conducting an Assessment Center
  • Create overall Learning function budget and define processes for forecasting and monitoring expenses
  • Ensure greater visibility of Learning function through branding initiatives such as Learning Fairs, theme-based mailers, awareness posters, open forums, Intranet sites, and SharePoint sites
  • Ensure improved learner experience by standardizing all participant guides, program presentations, facilitator guides, and other collateral material for current Internal training programs.
  • Facilitate mid-level leader development global program across locations.


  • Overall experience of 12-15 years
  • Quality Expert
  • Knowledge and experience of minimum 5 years in running India domestic Accounts
  • Demonstrated success in Transactional Quality
  • Exposure to different improvement frameworks like six sigma, lean
  • Thorough knowledge of MS office tools like Power point and awareness of BI tools such as SAS, SPSS , project, excel are critical for the job
  • Strong communication & facilitation skills
  • Strong analytical skill- ability to work with huge volume of data using statistical tools
  • Flexible approach to tackling projects
  • Good team player
  • Good Presentation skills

Role: ther

Industry Type: IT Services & Consulting

Department: Other

Employment Type: Full Time, Permanent

Role Category: Other


UG :Any Graduate

PG :Any Postgraduate

Key Skills 

(i) Green belt

(ii) Performance management

(iii) Process improvement

(iv) Forecasting

(v) Auditing


About Company

Concentrix, Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the worlds best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers