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Concentrix Quality Manager in Olympia, Washington

Job Title:

Quality Manager

Job Description

The Mgr Transactional Service Quality supports Transaction Monitoring for clients with multiple programs or lines of businesses which can be across multiple sites/geos. Supervise all Transaction Monitoring Evaluators who support their assigned portfolio. This individual is responsible for the accuracy of evaluations, analysis and overall performance of Transaction Monitoring Evaluators, as well as the skill level and development of the employees in their teams.

Essential Functions/Core Responsibilities

Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements

Maintain accurate metrics of direct reports individual performance as well as overall team level performance

Manage resources across the assigned protfolio (personnel schedules, varying account needs)

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

Candidate Profile

Significant leadership experience in quality along with an strong understanding of metrics and client facing experie

Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

Demonstrated ability to mentor, coach and provide direction to a team of employees

Demonstrated ability to take initiative and ownership with focus on continuous improvement

Demonstrated ability to foster customer service disposition and sense of professionalism for self and team

Solid understanding of the organization's business operations and industry. Demonstrated business acumen




Career Framework Role

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.


USA, AZ, Work-at-Home

Language Requirements:

Time Type:

Full time