Quality Supervisor

Concentrix; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Concentrix in Pune seeks a Graduate with strong analytical abilities to drive continuous improvement in transaction quality and delivery. You will manage client KPIs, evaluate interventions, and strengthen quality frameworks.

You will capture SLA/SLO metrics and tailor processes to meet client expectations, while driving audits and process improvements. The role requires leadership, effective communication, and the ability to work across teams in a fast-paced, 24x7 environment.

Qualifications

• Graduate required

Responsibilities

• Drive continuous improvement for Transaction Quality and Delivery
• Manage Transaction Quality & Client related KPIs
• Evaluate effectiveness of transactional quality interventions
• Strengthen Quality management processes/framework to improve quality delivery
• Capture SLA/SLO metrics and reporting needs for all clients
• Set up/customize processes to meet client expectations
• Generate and implement process improvement initiatives
• Drive Process control & Compliance and manage Audit SLAs
• Support Quality & Compliance team for audits and follow-ups

Job description

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 all 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
• Support Quality and Compliance team to perform various audits and follow-ups based on the observations highlighted.

Desired Skills:

• Should be a Graduate
• Effective People Management skills to be able to drive teams across LOBs and/or Geographies
• Ability to drive initiatives to closure
• Ability to deal with all levels of employees and to provide leadership, direction and motivation to build high performing teams
• Excellent analytical, Quantitative, data handling / data interpretation skills
• Excellent oral and written Communication skills, to manage client and leadership communication
• Good working knowledge of Transaction Quality systems, tools and technologies
• 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
• Flexible to work in a 24X7 shift environment (night shifts and weekends basis scope)