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:

• Drive continuous improvement for Transaction Quality and Delivery

  
  

• Manage Transaction Quality & Client related Key Performance Indicators (KPIs)

  
  

• Evaluate effectiveness of transactional quality interventions

  
  

• Strengthen Quality management processes / framework to improve quality delivery

  
  

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

  
  

• Generate and implement out of the box ideas and Process improvement initiatives in the process

  
  

• Drive Process control & Compliance in addition to managing the Audit SLAs

  
  

• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires

  
  

• Provide quality floor support, feedback, refreshers etc. via the teams aligned

  
  

• Support the Quality and Compliance teams to perform various audits and follow-ups based on the observation highlighted.

  
  

Key Skills and knowledge:

• Experience in customer care(voice) for a Sales Process (preferably BFSI sales)

  
  

• People Management skills

  
  

• Data structuring and churning ability

  
  

• Basic knowledge of Six Sigma and statistical tools will be an added advantage

  
  

• Ability to drive initiatives and projects to closure

  
  

• Ability to deal with employees at all levels of hierarchy

  
  

• Ability to provide leadership, direction and motivation to build high performing teams

  
  

• Analytical and Quantitative skills

  
  

• Excellent Communication and articulation skills

  
  

• Data Handling / data interpretation skills / data visualization skills

  
  

• Good working knowledge of Transaction Quality systems, tools and technologies.

  
  

• Should understand Transition from startup to BAU/Hand over phase

  
  

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

  
  

• Detail oriented with Strong organizational andPresentation skills

  
  

• Flexible to work ina24X7 environment (Night shifts & weekends based on scope)

  
  

• Relevant Experience of 2 – 3 Years

  
  

Educational 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.'

Location:

IND Mumbai - Symphony IT Park - 6th Flr

Language Requirements:

Time Type:

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