Supervisor,Quality

Job Title:

Supervisor,Quality

Job Description

The Supervisor, Quality is responsible for supporting Transactional Monitoring for a single/multiple clients with multiple programs or lines of businesses within a single site and supervises all on-site Quality Evaluators who support their assigned portfolio. This position is responsible for the skill level and development of the employees on their team, the attainment and accuracy of evaluations across assigned portfolio, and delivering quality related analysis and insights of overall program performance.

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:

• Responsible for leading and supervising the team of Quality Analysts

  
  

• Identify root causes and recommend solutions for improvement

  
  

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

  
  

• Develop Controls to minimize external and internal escalations

  
  

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

  
  

• Drive Process control & Compliance in addition to managing the audit requirements

  
  

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

  
  

• Focus on identification and highlight any/all compliance defects and recommend action plans

  
  

• Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client's expectations

  
  

• Conduct Weekly Review the Reviewer for all Quality analysts and provide appropriate coaching

  
  

• Responsible for all risk management & compliance activities as applicable to this functional role

  
  

• Manage Client/Internal KPIs’

  
  

• Collaborate with Operations, Training and Quality to drive Compliance conformance

  
  

Key skills & knowledge:

• People Management skills

  
  

• Ability to deal with all levels of employees

  
  

• Analytical and Quantitative skills

  
  

• Data Handling / data interpretation skills

  
  

• Working knowledge of Transaction Quality systems, tools and technologies.

  
  

• High level of maturity to handle people including but not limited to client, stake holders, peers etc.

  
  

• Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure

  
  

• Detail oriented, Strong organizational and Presentation skills

  
  

Educational Qualification :

• Graduate

  
  

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 Bhubaneshwar Rajmahal MLCP 4th & 5th Flrs

Language Requirements:

Time Type:

Full time

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