Senior Quality Supervisor

Concentrix; Punjab; On-site; INR 600,000 - 900,000; Full time

Job summary

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.

Concentrix seeks a Senior Supervisor for Quality to monitor, evaluate, and audit calls, chats, and emails, while meeting productivity targets and reporting results to stakeholders.

Qualifications

• 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

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

Skills

Training methodologies

Soft skills

Communication

Time management

Team building

Multitasking

Attention to detail

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Sr. Supervisor, Quality Job Title: Sr. Supervisor, Quality 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.

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

Location: IND Chandigarh - DLF IT, Tower C, Site 2

Language Requirements: Time Type: Full time Experience Level Senior Level