Job Description

Job Title: Manager – Training & Quality (T&Q)

Company Domain: Concentrix

Location: Pune – Amar Tech Centre

Role Type: Full-Time Role

Salary: [As per company norms]

Eligibility: Graduate in any discipline

Role Overview

The Manager – T&Q is responsible for overseeing the design, implementation, and monitoring of training and quality frameworks within the organization. This role ensures consistent adherence to quality standards across customer interactions, identifies process gaps, drives continuous improvement, and manages a team of trainers and quality analysts. The role also involves curriculum design, delivery of training sessions, and the development of engaging learning materials to enhance employee capability and customer experience.

Key Responsibilities

• Design and implement quality monitoring frameworks, standards, and procedures.
• Regularly review calls, chats, and emails to assess compliance with quality standards and identify improvement areas.
• Analyze quality data to identify recurring issues, process gaps, and training needs.
• Participate in calibration sessions to ensure consistent and fair evaluations.
• Generate and present reports on quality metrics, trends, and improvement initiatives.
• Supervise, mentor, and guide a team of quality analysts and trainers.
• Manage quality tools such as call recording and evaluation systems.
• Evaluate the effectiveness of training and quality interventions.
• Track and report SLA/SLO metrics as per client requirements, customizing processes to align with client expectations.
• Provide actionable feedback on the quality of new hires to recruitment teams.
• Design and implement comprehensive training curricula for new hires, ongoing development, and process/product updates.
• Deliver engaging training sessions using various formats (classroom, virtual, e-learning, on-the-job).
• Develop training content, including manuals, job aids, presentations, and e-learning modules.
• Identify skill gaps through performance data, needs analysis, and stakeholder feedback.

Skills and Qualifications

• Graduated in any discipline.
• Strong ability to provide constructive and specific feedback.
• Skilled in data interpretation, root cause analysis, and solution design.
• Strong presentation, facilitation, and training delivery skills.
• Ability to collaborate effectively across teams and departments.
• Deep understanding of customer experience and service excellence.
• Proven leadership skills with the ability to guide, mentor, and motivate teams.
• Strong planning, decision-making, prioritization, and organizational skills.
• Ability to manage deadlines and work effectively under pressure.
• Knowledge of modern training methodologies, e-learning tools, and content development.