Quality Analytics & Performance Supervisor

Concentrix; Davao City; On-site; PHP 480,000 - 900,000; Full time

Job summary

Concentrix is seeking a Supervisor, Quality for our Philippines site to oversee transactional monitoring for multiple clients and programs. You will supervise on-site Quality Evaluators, develop talent, and ensure accurate evaluations and insightful program analysis.

You will drive root-cause analysis, present findings to stakeholders, lead action plans, and ensure consistent application of the quality process across the site, including calibration, certifications, and training.

Responsibilities

• Supervise work group, including work assignment and attendance monitoring; provide input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements; manage resources across the assigned portfolio of single client or site (personnel schedules, varying account needs)
• Maintain accurate metrics of direct reports individual performance as well as overall team level performance
• Conduct analysis on quality performance across single site or client and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) for respective single site or client
• Ensure consistent application of the quality process/system across assigned site or client including but not limited to calibration sessions, review the reviewer, insights and reporting; administration of applicable certification and training processes up to and including internal and client requirements

Job description

Concentrix is seeking a Supervisor, Quality for our Philippines site to oversee transactional monitoring for multiple clients and programs. You will supervise on-site Quality Evaluators, develop talent, and ensure accurate evaluations and insightful program analysis.

You will drive root-cause analysis, present findings to stakeholders, lead action plans, and ensure consistent application of the quality process across the site, including calibration, certifications, and training.