Supervisor, Quality

Concentrix; Gurugram District; On-site; INR 1,000,000 - 1,800,000; Full time

Job summary

Concentrix is seeking a Supervisor, Quality in Gurgaon to lead a team of QaaS Analysts and ensure delivery of quality, productivity, and client commitments. You will conduct deep dives on quality issues, analyze dispute trends and systemic drivers, and coach analysts in RCA methodologies and investigative approaches to drive continual improvement.

Ideal candidates have 5-8 years overall experience, 2+ years leading Quality or Analytics teams, and strong client-facing communication and governance

Qualifications

• 5-8 years total experience in quality/analytics domains.
• 2+ years leading Quality, Analytics, Trust & Safety, Risk, or Investigations teams.
• Strong RCA, client reviews, calibrations, and governance experience.
• Experience with client-facing discussions and presenting findings.

Responsibilities

• Lead a team of QaaS Analysts delivering quality, productivity, and client commitments.
• Review RCA findings across audits, disputes, and escalations.
• Perform deep dives on quality 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

RCA & Investigative Thinking

Executive communication

Client-facing discussions

Data-driven decision making

Quality governance

Trend analysis

Dispute analysis

Education

Graduation

Job description

Job Title:

Supervisor, Quality

Job Description

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

Disclaimer:-

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.

Location:

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

Language Requirements:

Time Type:

Full time