Supervisor, Quality

Convergys; Gurgaon; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Concentrix is seeking a Supervisor, Quality in Gurgaon to lead a QA/Analytics team and ensure delivery of quality, productivity and client commitments. The role involves deep RCA reviews across audits and disputes, and driving improvements through data-driven analyses.

You will conduct root cause analyses, identify systemic drivers, and present structured insights to client stakeholders. A Graduation is required and 4+ years of experience in quality leadership are expected.

Qualifications

• Experience leading QA/Analytics or similar teams is required.
• Ability to connect symptoms with underlying causes using data.
• Experience with client-facing discussions and presenting findings.

Responsibilities

• Lead a team of QaaS Analysts to ensure quality, productivity and client commitments.
• Review RCA findings across audits, disputes and escalations.
• Conduct deep dives on quality issues and identify systemic drivers behind errors.
• Analyze dispute trends and quality variances to identify improvements.
• Drive calibration sessions and align with client stakeholders.
• Prepare insight decks, performance reviews and business recommendations.

Skills

RCA & Investigative Thinking

Strong RCA capability

5 Why

Fishbone

Six Sigma concepts

Executive communication

Trend analysis

Dispute analysis

Data-driven findings

Quality governance

Education

Graduation

Job description

Job Title: Supervisor, Quality

Designation: Supervisor, Quality

Profile: Supervisor, Quality

Location: Gurgaon

Years of Experience: 4+ years

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.

Key role & Responsibilities

• Lead a team of QaaS Analysts and ensure delivery of quality, productivity, and client commitments.
• Review and validate RCA findings across audits, disputes, and escalations.
• Conduct deep dives on quality performance issues and identify systemic drivers behind errors and misses.
• Analyze dispute trends, overturn patterns, and quality variances to identify opportunities for improvement.
• Distinguish between policy gaps, training gaps, reviewer errors, tooling issues, and workflow/process deficiencies.
• Drive calibration sessions and ensure alignment.
• Partner directly with client stakeholders to discuss audit findings, RCA outcomes, dispute analyses, and recommendations.
• Prepare and present structured insight decks, performance reviews, and business recommendations.
• Coach analysts on RCA methodologies, policy interpretation, critical thinking, and investigative approaches.
• Drive continuous improvement initiatives based on observed trends and recurring root causes.
• Work closely with Operations, Training, Policy, and Product teams to improve quality outcomes.

Skills Required.

• RCA & Investigative Thinking
• Strong RCA capability
• Experience with 5 Why, Fishbone, Six Sigma concepts
• Ability to connect symptoms with underlying causes
• Experience conducting client-facing discussions
• Ability to defend findings with data and evidence
• Executive communication and presentation skills
• Quality & Policy
• Deep understanding of quality frameworks
• Policy interpretation and edge-case handling
• Calibration and quality governance experience
• Analytical Capability
• Trend analysis
• Performance deep dives
• Dispute analysis and recommendation building

Ideal Experience

• 5-8 years overall experience
• 2+ years leading Quality, Analytics, Trust & Safety, Risk, or Investigations teams
• Strong experience in RCA, client reviews, calibrations, and quality governance
• Prior client-facing experience preferred

Educational Qualification – Graduation

• Graduation

Location Details

• IND Gurugram - Ground Flr to 9th Flr JSK Tower situated on Plot No 13 Sector 32

Language Requirements

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’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.

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.

EEO

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.