Supervisor, Quality

Concentrix Daksh Services India Private Limited; Gurugram District; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Concentrix Gurgaon is seeking a Supervisor, Quality to lead a team of QaaS Analysts, ensuring quality, productivity, and client commitments. You will review RCA findings and drive deep dives into performance issues, identifying systemic drivers and opportunities for improvement.

The role requires 4+ years in quality, strong RCA capability, and experience with policy interpretation, calibration sessions, and client-facing discussions.

Qualifications

• RCA methodologies and policy interpretation expertise.
• Calibrations and quality governance experience.
• Client-facing discussions and executive communication.
• Data-driven approach to defend findings with evidence.

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 with client stakeholders to discuss audit findings, RCA outcomes, 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 with Operations, Training, Policy, and Product teams to improve quality outcomes.

Skills

RCA & Investigative Thinking

Strong RCA capability

5 Whys, Fishbone, Six Sigma

Cause-and-effect analysis

Client-facing discussions

Data-driven findings defense

Executive communication

Quality governance

Trend analysis & dispute analysis

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

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

Mission

Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well-known brands the ones you use every day improve their businesses with technology and integrated solutions, in over 70 countries.

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, and building loyalty to drive revenue. 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. We're the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

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