BPO Quality Manager needed at Concentrix

Job Description

• The Manager II, Quality is responsible for managing Transaction Monitoring for clients with multiple programs or lines of businesses which can be across multiple sites/geos.
• This position supervises all Quality staff members who support their assigned portfolio.
• He/she is responsible for the accuracy of evaluations, analysis and overall performance of Quality staff members, as well as the skill level and development of the employees in their teams.
• Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
• Maintain accurate metrics of direct reports individual performance as well as overall team level performance
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key support processes within each account and recommends changes