Manager I, Quality

Job Title:

Manager I, Quality

Job Description

Role: - Quality Manager

Designation: - Manager I

Location: - Bangalore

Years Of Experience: - 10+Years-

• 10+ years of operations experience within a BPO/ Contact Centre with last few years managing
  
  

and running the operations.

Role and Key Responsibilities:

The Training & Quality Specialist – FCC/AML/KYC plays a critical role in ensuring operational excellence and compliance within financial crime control processes. This role focuses on enhancing training effectiveness, maintaining high transaction quality standards, and supporting audit and compliance requirements. The ideal candidate will bring hands-on experience in Transaction Monitoring, particularly in Global Sanctions screening, and demonstrate strong analytical, communication, and stakeholder management skills. This position requires a proactive approach to process improvement, knowledge consistency, and cross-functional collaboration in a dynamic, 24x7 environment

Lead continuous improvement initiatives to enhance Transaction Quality (TQ) and overall delivery performance.

• Monitor and manage call quality and client-specific KPIs to ensure service excellence.
• Assess the effectiveness of training and quality interventions and recommend enhancements.
• Strengthen the Training & Quality framework to drive consistent and high-quality service delivery.
• Accurately capture and report SLA/SLO metrics, aligning with client expectations and customizing processes as needed.
• Ensure robust process controls and compliance, including audit readiness and documentation.
• Maintain knowledge consistency through calibration sessions, quizzes, and D-Sat analysis.
• Facilitate effective communication across internal teams and client stakeholders.
• Provide on-floor support, feedback, refresher sessions, and corrective training as required.
• Collaborate with cross-process and cross-location teams to ensure alignment and consistency.
• Support Quality and Compliance teams in conducting audits and implementing follow-up actions based on findings.
• Contribute to Transaction Monitoring processes, including Global Sanctions screening, alert handling, and escalation protocols.
• Ensure adherence to regulatory requirements and internal policies related to AML, KYC, and Sanctions Compliance.
  
  

Key skills and knowledge:

• Proficient in MS Office and general computer applications.
• Strong verbal and written communication skills.
• Effective people management and interpersonal skills.
• Analytical mindset with strong quantitative abilities.
• Ability to work in a multicultural and dynamic process environment.
• Skilled in data handling, interpretation, and reporting.
• Hands-on experience with Training & Transaction Quality (T&TQ) systems, tools, and technologies.
• High emotional intelligence and maturity in stakeholder management.
• Process-oriented with strong planning, decision-making, and prioritization skills.
• Detail-oriented with excellent organizational and presentation capabilities.
• Flexibility to work in a 24x7 environment, including night shifts and weekends as per business needs.
• Proven ability to drive innovation and implement process improvement initiatives.
• Experience in designing and implementing FMEA frameworks.
• Prior experience in Transaction Monitoring, especially in Global Sanctions screening and compliance workflows, is highly desirable
• Experience in banking operations (preferred Credit Assessment, KYC, KYB, CDD, EDD, Sanctions, Fraud, Collections).
• Successful track record in growing and inspiring large teams, with proven ability to select, attract,
  
  

motivate, retain, and develop leaders and team members.

• Successful track record of improving performance against quality, efficiency, and effectiveness
  
  

metrics, and meeting/exceeding contractual service level performance requirements.

• Proven ability to drive performance and grow businesses.
• Experience with a matrix driven organization. Proven track record of building strong relationships
  
  

with stakeholders.

• Strong internal client-facing skills with excellent communication, negotiation and conflict
  
  

management skills.

• Analytical acumen and the ability to streamline complex processes.
• MBA/ PG Degree would be an advantage.
  
  

Educational qualification:

• Graduate in any discipline.
  
  

Disclaimer: -

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

Location:

IND Bangalore - MTP Karle 5th, 6th, 7th Floors

Language Requirements:

Time Type:

Full time

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