Supervisor, Quality

Convergys; Gurugram District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Concentrix in Gurgaon is seeking a Supervisor, Quality to lead a QA team and ensure delivery of quality, productivity, and client commitments.

The role requires strong RCA and investigative thinking, policy interpretation, and coaching capabilities to drive continuous improvement across audits, disputes, and escalations.

Qualifications

• Graduation is required.
• 5+ years of experience in quality, analytics, or investigations.
• Experience leading client reviews, calibrations, and quality governance.

Responsibilities

• Lead a team of QaaS Analysts and ensure 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.
• Analyze dispute trends, overturn patterns, and quality variances.
• Distinguish policy gaps, training gaps, reviewer errors, tooling issues, and workflow gaps.
• Drive calibration sessions and ensure alignment with stakeholders.
• Partner with client stakeholders to discuss audit findings and recommendations.
• Prepare and present structured insight decks and performance reviews.
• Coach analysts on RCA methodologies and investigative approaches.
• Drive continuous improvement based on observed trends and root causes.

Skills

RCA & Investigative Thinking

Six Sigma

Policy Interpretation

Calibration

Client-facing Discussions

Data-driven Decision Making

Education

Graduation

Job description

Designation: Supervisor, QualityProfile: Supervisor, QualityLocation: GurgaonYears of Experience: 4+ yearsJob 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 & ResponsibilitiesLead 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 ThinkingStrong RCA capabilityExperience with 5 Why, Fishbone, Six Sigma conceptsAbility to connect symptoms with underlying causesExperience conducting client-facing discussionsAbility to defend findings with data and evidenceExecutive communication and presentation skillsQuality & PolicyDeep understanding of quality frameworksPolicy interpretation and edge-case handlingCalibration and quality governance experienceAnalytical CapabilityTrend analysisPerformance deep divesDispute analysis and recommendation buildingIdeal Experience5-8 years overall experience2+ years leading Quality, Analytics, Trust & Safety, Risk, or Investigations teamsStrong experience in RCA, client reviews, calibrations, and quality governancePrior client-facing experience preferredEducational Qualification – GraduationDisclaimer:-Neither Concentrix nor any authorized 3rd party who assists with our recruitment process, ever asks 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 letterhead with authentic signatures of appropriate Concentrix authorities.