Supervisor, Quality

CNX; Gurugram District; On-site; INR 2,000,000 - 3,000,000; Full time

Job summary

Concentrix Gurgaon invites an experienced QA Analytics Lead to supervise a team of QaaS Analysts, ensuring quality, productivity, and timely client commitments.

You will review RCA findings across audits and disputes, conduct deep dives into performance issues, analyze trends, and drive continuous improvement with Operations, Training, Policy and Product teams. Strong leadership and client-facing communication are essential.

Qualifications

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

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

Six Sigma

Executive comms

Data-driven analysis

Education

Graduation

Job description

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
• 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
• 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 Gurgaon - Bld 6 Ground & First Floor

Concentrix is a global leader in technology and services, delivering integrated solutions that empower over 2,000 brands to tackle complex business challenges efficiently.

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