Supervisor, Training

Convergys; Gurugram District; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Concentrix Gurgaon is seeking a Supervisor, Training to lead a team of QaaS Analysts and ensure delivery of quality and client commitments. The role involves reviewing RCA findings, conducting deep dives on performance issues, and driving improvements across processes.

You will collaborate with Operations, Training, Policy, and Product teams to align on findings, calibrations, and recommendations, while coaching analysts in RCA methods and data-driven storytelling.

Qualifications

• Strong RCA capability and investigative thinking.
• Experience with 5 Why, Fishbone, Six Sigma concepts.
• Ability to defend findings with data and evidence.

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 behind errors and misses.
• Drive calibration sessions and ensure alignment with client stakeholders.
• 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

Ideal Experience

Education

Graduation

Job description

## Supervisor, TrainingApply: IND Gurgaon - Bld 6 Ground & First Floor: Full time: Posted Today: End Date: September 30, 2026 (17 days left to apply): R1759342Job Title:Supervisor, TrainingJob 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 Gurgaon - Bld 6 Ground & First FloorLanguage Requirements:Time Type:Full time