Quality Excellence Lead — Coach, Analyze & Elevate CX

Concentrix Philippines; Davao Region; On-site; PHP 600,000 - 800,000; Full time

Job summary

Concentrix Philippines is seeking a Quality Supervisor to lead and develop a team of Quality Analysts, ensuring delivery of customer experience standards and client requirements. The role focuses on coaching, calibration, data analysis, and stakeholder partnership to drive performance improvements.

You will oversee monitoring activities, analyze interactions across channels, and ensure compliance with policies and quality standards while collaborating with Operations, Training, and Client

Qualifications

• Bachelor's degree preferred or equivalent work experience.
• 2–3 years of experience in Quality Assurance within a BPO, contact center, or customer experience environment.
• At least 1 year of supervisory or people leadership experience preferred.
• Strong understanding of quality methodologies, root cause analysis, and customer experience standards.
• Experience supporting voice, chat, email, or back-office operations.
• Excellent coaching, communication, and stakeholder management skills.
• Strong analytical and reporting skills with proficiency in Excel and Power BI.

Responsibilities

• Lead, coach, and develop a team of Quality Analysts to achieve performance targets.
• Conduct regular one-on-one coaching sessions, performance reviews, and development planning.
• Drive employee engagement and foster a culture of continuous improvement and accountability.
• Manage team attendance, productivity, and performance metrics.
• Oversee quality monitoring activities and ensure evaluation accuracy and consistency.
• Review and analyze customer interactions across voice, chat, email, and back-office functions.
• Ensure compliance with client requirements, company policies, and quality standards.
• Facilitate calibration sessions with Operations, Training, and Client stakeholders.
• Analyze quality trends, root causes, and performance gaps.
• Generate and present quality reports, scorecards, and business insights to leadership and clients.
• Identify opportunities to improve customer experience, operational efficiency, and compliance.
• Monitor KPIs and recommend action plans to address performance issues.
• Lead quality improvement initiatives and projects.
• Partner with Operations, Training, Workforce Management, and other support functions to drive performance enhancements.
• Recommend process changes based on customer feedback, audit findings, and quality trends.
• Support implementation of new programs, processes, and client requirements.
• Act as a subject matter expert for quality-related concerns.
• Participate in client meetings, business reviews, and quality governance sessions.
• Provide actionable recommendations to improve service delivery and customer satisfaction.

Skills

Leadership

Coaching

Stakeholder management

Communication

Analytical thinking

Presentation skills

Decision making

Change management

Education

Bachelor's degree or equivalent

Tools

Microsoft Excel

Power BI

Job description

Concentrix Philippines is seeking a Quality Supervisor to lead and develop a team of Quality Analysts, ensuring delivery of customer experience standards and client requirements. The role focuses on coaching, calibration, data analysis, and stakeholder partnership to drive performance improvements.

You will oversee monitoring activities, analyze interactions across channels, and ensure compliance with policies and quality standards while collaborating with Operations, Training, and Client