Supervisor, Training & Quality

Job Title:

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

• Critical Thinking: Apply analytical skills to evaluate complex problems, identify root causes, and develop effective solutions

• Testing New Automation/Features: Execute and plan for new automation tools and features. Ensure thorough testing to validate functionality, performance, and reliability

• Recommendation Generation: Analyze test results and user feedback to generate actionable recommendations for product enhancement. Collaborate with cross-functional teams to implement improvement

• Overall implementation, planning and improvement of the Transactional Quality framework

• Set up, improve, drive and streamline monitoring, feedback & other internal processes related to Training and Transactional Quality

• Drive Idea generation/recommendation process and share ideas with the client

• Create new processes/initiatives based on the client requirements and drive in collaboration with different functions

• Introduce metrics to monitor quality and report to the management on improvements necessary to meet customer and industry standards

• Responsible for leading, motivating and supervising the team of Quality Analysts assigned

• As an ongoing practice, monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results

• To identify root causes of variances in metrics (if any)

• Reduce TQ-BQ variance on different input/output metrics

• Propose corrective/improvement solutions based on facts and data and implement and monitor improvement projects in the process

• Collect Data, perform analysis and RCA on metrics and publish reports accordingly

• Understand client needs on the Quality and process changes and ensure that the team is aware of them

• Focus on identification and highlight any/all compliance defects and recommend training or other action plan

• Ensure consistency through calibration of Quality scores with the client scores through effective interactions with the client Quality team

• Ownership of compliance, data security and risk assessment for the process - highlight noncompliance in time to avoid surprises or before reported by external sources

• Meet and exceed client metrics: External & Internal Quality metrics should be consistently Green

• Drive/identify improvement areas in assigned area/project

• Collaborate with Operations, Training and other stake holders for the delivery as per SOW requirements

• Develop Controls to minimize external and internal escalation.

Desired Skills

• Excellent communication skills - verbal and written

• Proficient with Feedback skills

• Proficient with soft skills training - customer / phone/Chat/Email skills

• Must have the ability to work under pressure & in an unstructured environment

• Should be solution-oriented

• The applicant should be Proficient with MS office (PowerPoint, Excel, Word) & Google Suite

• Good People Management Skills

• Willingness to work in a 24*7 (Day and Night Shifts - Rotational) with no fixed week offs and 5 days working environment

• Willing to work in a voice and non-voice process

• Must have analytical abilities to analyze data, trends from effectiveness surveys  

• Ability to observe, analyze and give constructive feedback

• Analytical, logical, reasoning & numerical ability

• Good knowledge of the Quality Domain

• Extremely good verbal & written communication skills in English

• Process orientation & structured thinking

• Six Sigma essentials

• Strong Customer Service orientation

• YB/GB certified preferred

Qualification: Graduation

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.

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