Sr. Supervisor, Quality

Concentrix Daksh Services India Private Limited; Gurugram District; Vor Ort; INR 1.200.000 - 1.800.000; Vollzeit

Zusammenfassung

The Sr. Supervisor, Quality at Concentrix in Gurugram coordinates and oversees on-site Quality Evaluators across client programs. You will drive evaluation standards, monitor calls, chats and emails, and ensure timely, accurate reporting to stakeholders.

You will also mentor the team, support calibration sessions, and contribute to process improvements to strengthen program performance. Key focus areas include maintaining program knowledge, meeting productivity targets, and delivering actionable

Qualifikationen

• Bachelor's degree and 2–4 years of relevant experience preferred.
• Proven experience in training methodologies and soft skills such as communication, critical thinking, time management, and team building.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office.
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables.
• Self-starter, with sense of urgency and the ability to work under pressure.
• Strong attention to detail and professionalism in relationships.

Aufgaben

• 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) and report results to stakeholders.
• Participate in calibration sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.
• Maintain strong program knowledge of client products, services and program strategies.
• Participate in quality task forces with stakeholders; complete phone time to stay current on programs.
• Contribute to maintaining forms and legends documents.
• Support management focus on review of key drivers, metrics and operational processes that drive Balanced Scorecards and profitability.

Kenntnisse

Training methods

Soft skills

Strong communication

Microsoft Office

Multi-tasking

Time management

Team building

Attention to detail

Professionalism

Ausbildung

Graduate

Jobbeschreibung

Sr. Supervisor, Quality

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

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

Language Requirements:

Time Type: Full time

Mission:

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand-defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.