Quality Manager

About the Role

Concentrix Daksh Services India Private Limited is a global leader in technology-enabled business services, focusing on enhancing customer engagement and driving business performance. The company collaborates with forward-thinking executives worldwide to ensure their business remains competitive and meets evolving customer expectations. This position is based in Hyderabad and requires a candidate with over 8 years of relevant experience.

Key Responsibilities

• Lead the selection, training, development, and performance management of training staff, ensuring timely coaching and counseling.
• Manage all aspects of training including new hire orientation, ongoing education, and program-specific sessions tailored to business needs.
• Coordinate and execute local training initiatives with efficient resource planning, measure training effectiveness, and manage trainer retention.
• Deliver engaging presentations using innovative training techniques, including adult learning principles and various delivery methods in classroom settings.
• Maintain consistent communication with managers, peers, operations teams, and clients for seamless coordination.
• Build and nurture partnerships with operations, other business units, resource teams, and client representatives.
• Conduct regular classroom observations of direct reports, offering guidance, mentorship, and support to boost performance.
• Oversee daily administrative training tasks such as tracking student records, timekeeping, and timely completion of documentation.
• Supervise learners during programs ensuring attendance, monitoring progress, providing coaching and developmental feedback, and advising on readiness.
• Lead quality teams across multiple client programs or business units potentially spanning several locations, including task assignment, attendance oversight, and performance appraisal aligned with company policies and legal standards.
• Maintain and analyze performance metrics at both individual and team levels.
• Assess process and staff effectiveness, collaborating with business stakeholders to design and implement improvement plans.
• Establish and maintain strong relationships with key internal and external business stakeholders.
• Manage audits of critical support processes in each account and propose necessary changes.

Required Skills and Knowledge

• Expertise in strategic stakeholder management.
• Proficient in data-driven quality and training governance.
• Experienced in performance coaching and capability development.
• Skilled in continuous improvement and organizational transformation.
• Strong leadership capabilities across multi-site operations.
• Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word).
• Knowledge of Learning Management Systems (LMS) and quality monitoring platforms.
• Understanding of adult learning principles and contemporary training methodologies.

Education and Eligibility

Applicants must hold a graduate degree. This opportunity is open to all graduates meeting the experience requirements.

Disclaimer

Concentrix and its authorized representatives do not solicit any fees from candidates for recruitment or documentation. All official offer letters are issued on company letterhead with authorized signatures only.