QUALITY MANAGER

QUALITY MANAGER –GHANA (US HOURS)Are you ready to lead the charge in delivering unparalleled quality to the worlds best brands? Concentrix is seeking a dynamic Quality Manager to champion excellence in our global operations based in Ghana.
s a Quality Manager with Concentrix, youll be at the helm of a human-centered, tech-powered, and intelligence-fueled organization, driving fully integrated solutions at speed and scale across the enterprise.
our mission? Lead, develop, and manage our account Quality team to ensure efficient, effective delivery of our Quality framework.
Collaborating closely with senior operational managers and campaign leads, youll design and execute the account Quality plan, ensuring every deliverable meets our high standards, on time, every time.
s our Quality SME, youll embed and continually refine our campaign quality framework and standards, ensuring alignment across the board.
From overseeing assessor quality induction training to driving QA calibration, your expertise will be instrumental in maintaining excellence across the board.
oin us in shaping the future of customer experience in Ghana.
Apply now and be part of a team dedicated to delivering nothing but the best.
Lets make an impact, together.
#ConcentrixCareers #QualityManager #InnovationLeadership PRIMARY DUTIES AND RESPONSIBILITIES:·    Lead, develop and coach a team of Quality Analysts/Quality Team Leaders in line with local campaign and partner Quality requirements ensuring efficient, effective delivery of Quality framework.
·    Accountable for managing team in line with performance objectives/metrics including delivery of monthly 1-2-1 and performance review.·    Deliver/ oversee QA induction training & accreditation, check the checker activity on QA, QA coaching & calibration to ensure & drive QA alignment to defined Quality standards & framework.·    Responsible for quality reporting/outputs using quality data to identify opportunities for improvement.·    Responsible for leading/ overseeing account Quality calibration.·    Act as virtual Quality SME responsible for embedding the campaign quality framework & standards including transfer of knowledge & best practice to Quality Analyst group.·    Work with & support the Operation to ensure that day to day Quality expectations and requirements are met & delivered on time·    Manages delivery of own workload as well as tactical and day to day tasks whilst prioritising according to key deliverables SKILLS & EXPERIENCE REQUIREMENTS:·    Essential to have minimum 2 years leadership experience with 1 year experience within call centre Quality function.·    Leading & developing a team through coaching & mentoring.·    People management including managing absence, conduct & capability.·    Experience of operating within a Quality role/environment, preferably similar role.·    Experience of working with & embedding quality frameworks & standards.·    Preferably experience of design & implementation of Quality framework & standards.·    Able to collate informative Quality performance reporting including root cause analysis.·    Experience of working with & influencing internal & client stakeholders at a Senior level.·    Experience of working with customer metrics such as NPS, Csat.·    Experienced user of MS Office applications.·    Self-motivated and able to work both independently and as part of a team – both virtual & onsite.
·    Ability to effectively manage multiple tasks, work at pace and flex approach when required virtual & onsite.
HO WE ARE.
oncentrix is a multinational BPO company, headquartered in US, with a global impact and footprint.
This is an exciting time for us as we are currently expanding in Africa, with our first offices in Ghana opened in .
We focus on creating memorable customer experiences and developing business solutions adapted to each company.
We enhance the value of the most innovative brands by combining intelligence and emotion to make business more human.
If this sounds like you, join us in Accra!.