Quality Operations Supervisor

Concentrix; Davao City; On-site; PHP 335,000 - 536,000; Full time

Job summary

Concentrix is hiring a Supervisor, Quality to support transactional monitoring across programs at a single site. You will supervise on-site Quality Evaluators, drive skill development, and ensure accurate evaluations for the assigned portfolio.

You will analyze quality performance, identify trends, and collaborate with stakeholders to implement corrective actions. This role is based in Davao City and is full time.

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 hiring a Supervisor, Quality to support transactional monitoring across programs at a single site. You will supervise on-site Quality Evaluators, drive skill development, and ensure accurate evaluations for the assigned portfolio.

You will analyze quality performance, identify trends, and collaborate with stakeholders to implement corrective actions. This role is based in Davao City and is full time.