Sr. Supervisor, Quality

Sr. Supervisor, Quality

Job Title:

Sr. Supervisor, Quality

Job Description

The Sr. 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.

Roles and Key responsibilities:

• Monitor, evaluate and / or audit a sample of inbound and/or outbound calls and other contact methods including chat and email

• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)

• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices

• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies

• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); Complete phone time to keep current on programs (as applicable)

• Contribute to maintaining forms and legends documents

• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Key skills and knowledge:

• Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred          

• Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)           

• Strong communication skills, both written and verbal          

• Proficient in Microsoft Office           

• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable

• Self-starter, sense of urgency, and works well under pressure                     

• Strong attention to detail                      

• Sense of professionalism and ability to develop good relationships  

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 Gurugram - UdyogVihar-Indstrl Plot 243,Twrs A&B Flrs 3&7

Language Requirements:

Time Type:

Full time

Experience Level

Senior Level