Job Description

Job Title:

Manager I, Quality

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Profile Overview

QM will lead the engagement, managing client relationships, quality performance, RCA insights, dispute governance, policy recommendations, and business reviews. This is a consultative leadership role requiring strong client management, analytical problem-solving, and executive communication. Success depends less on traditional QA scorecard management and more on conducting investigations, deriving insights, influencing stakeholders, and driving business improvements through evidence-based recommendations.

Role and key responsibilities:

• Own overall delivery and governance of the Quality program.
• Serve as the primary quality leader for client engagements, reviews, and governance forums.
• Lead discussions with stakeholders on performance trends, recurring issues, dispute outcomes, quality risks, and strategic recommendations.
• Conduct exec-level performance deep dives and convert insights into actionable improvement plans.
• Govern quality audits, calibrations, RCA frameworks, and dispute management processes.
• Review complex cases, escalations, and overturn analyses to identify systemic issues and improvement opportunities.
• Provide recommendations on policy interpretation, workflow improvements, training effectiveness, and operational controls.
• Identify quality risks before they impact business performance and proactively recommend mitigation strategies.
• Drive alignment across Operations, Training, WFM, Policy, Product, and Client teams.
• Lead QTLs and Analysts to ensure high-quality outputs, strong analytical rigor, and consistent client experience.
• Build and maintain a culture focused on critical thinking, investigation quality, data-driven decision making, and continuous improvement.

Key skills and knowledge:

Client Leadership

• Strong stakeholder and client management experience
• Ability to influence decision-making through data and insights
• Executive-level communication and storytelling

Advanced RCA & Analytics

• Deep investigative and analytical capability
• Performance deep dives and trend analysis
• Experience driving actions from quality insights

Policy & Quality Governance

• Strong policy interpretation capability
• Calibration leadership
• Dispute and overturn management

People Leadership

• Team leadership and capability development
• Cross-functional collaboration
• Program governance and strategic planning

Ideal Experience

• 8-12 years overall experience
• 3+ years managing Quality, Analytics, Risk, Trust & Safety, Compliance, or Investigations programs
• Significant client-facing experience mandatory
• Experience presenting insights and recommendations directly to senior client stakeholders
• Strong background in RCA, policy interpretation, dispute management, quality governance, and business improvement initiatives
• Six Sigma Green Belt / Black Belt preferred

Educational qualification – Graduation

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

Location

IND Gurugram - Ground Flr to 9th Flr JSK Tower situated on Plot No 13 Sector 32

Language Requirements:

Time Type:

Full time