Supervisor, Quality

Concentrix; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Concentrix Gurgaon is seeking a Supervisor, Quality to lead a team of QaaS Analysts, ensuring quality, productivity, and client commitments across multiple programs at a single site.

The role requires 4+ years of relevant experience with RCA, policy interpretation, and data-driven decision making. You will mentor staff, analyze trends, and collaborate with Operations, Training, Policy, and Product teams to strengthen quality outcomes.

Qualifications

• 4+ years of experience in quality, analytics, or investigations.
• Experience leading teams and client-facing discussions is preferred.
• Strong RCA, policy interpretation, and data-driven decision making.

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

RCA & Investigative Thinking

Quality & Policy

Analytical Capability

Education

Graduation

Job description

Job Description

The 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.

Job Title

Supervisor, Quality

Designation

Supervisor, Quality

Profile

Supervisor, Quality

Location

Gurgaon

Years of Experience

4+ years

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.