Job Description
Key Responsibilities:
- Define, standardize and monitor quality parameters including both non-critical & critical parameters (End-User, Business critical, & Compliance) and thereafter make recommendations for ongoing improvements in the process.
- Ensure the team meets the assigned audit targets and compliances set as per SLA and performance scorecard for each process through continuous improvement methodologies.
- Design and document standard practices to be carried out- business processes.
- Work closely with all functions for consistent delivery of service standard.
- Interact actively with the clients at an operational level. Responsible for consistent delivery of service standards as per SLAs.
- Drive a Metrics Driven Culture amongst the Team and establish reliable systems for measurement.
- Monitor systems and process to provide ongoing feedback for continuous improvement to the service delivery standards
- Attention to detail in supporting management reporting with clear and concise data handling and presentation
- Evaluate and identify the capabilities of all processes within the system, introduce metrics to monitor the same and report to management on improvements necessary to meet customer and industry standards.
- Leverage quality tools and techniques to effectively disseminate knowledge on the floor
- Incorporate & establish TQ standards across all LOBs in the span.
- To identify root causes of variances in metrics (if any)
- Responsible for leading, motivating and supervising the team of Quality analysts
Desired Skills:
- Good Quality domain knowledge & Tool management
- Analytical, logical, reasoning & numerical ability
- Ability to interact with internal and external stake holders
- Excellent oral & written communication skills.
- Expert in Excel & PowerPoint
- Knowledge of basic life insurance terminology
- Graduate in any discipline
- Good People Management skills.
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About Concentrix
Concentrix, Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s 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. We create better business outcomes and differentiate our clients through Strategy +Talent + Technology. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; energy and public-sector.