Quality Supervisor

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

The Quality Supervisor is responsible for leading and developing a team of Quality Analysts to ensure consistent delivery of customer experience standards, operational excellence, and client requirements. This role drives quality performance through coaching, calibration, data analysis, process improvement initiatives, and stakeholder partnership. The Quality Supervisor ensures quality programs are aligned with business goals while supporting agent and operational performance improvement.

Key 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.

Quality Management

• 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.

Performance Analysis & Reporting

• 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 key performance indicators (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.

Client & Stakeholder Management

• 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.

Qualifications

• Bachelor's degree preferred or equivalent work experience.
• Minimum 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 Microsoft Excel and Power BI preferred.
• Ability to manage multiple priorities in a fast-paced environment.
• Leadership and Team Development
• Quality Management Systems
• Customer Experience Management
• Data Analysis and Reporting
• Client Relationship Management
• Process Improvement
• Presentation and Facilitation Skills
• Change Management

Ideal Candidate Profile

• Has experience leading Quality Analysts in a contact center environment.
• Demonstrates strong business acumen and client-facing capability.
• Uses data-driven insights to improve customer experience and operational performance.
• Effectively partners with Operations, Training, and Workforce Management teams to drive results.
• Passionate about coaching, developing people, and creating a culture of quality excellence.