Quality Team Lead: Performance & Process Insights

Concentrix; Manila; On-site; PHP 469,000 - 625,000; Full time

Job summary

Concentrix in the Philippines is seeking a Supervisor, Quality to oversee a team of Quality Evaluators and monitor program performance across one or more client portfolios. You will guide training, performance appraisals, and staffing to ensure service quality on site.

Responsibilities include tracking metrics, analyzing quality trends, presenting findings, and leading corrective action plans with stakeholders to maintain high evaluation standards and consistent calibration processes.

Qualifications

• Supervise work group, assign tasks and monitor attendance; participate in training and performance appraisals per policy.
• Maintain accurate metrics of direct reports and overall team performance.
• Analyze quality performance across site or client; identify trends, determine root causes, present findings and drive corrective actions.
• Evaluate process and staff effectiveness; collaborate with stakeholders to implement improvement plans.
• Lead quality task forces with stakeholders (Quality Leadership, Operations, Client, Account Management).
• Ensure consistent application of quality processes and training across site including calibration and certification.

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 in the Philippines is seeking a Supervisor, Quality to oversee a team of Quality Evaluators and monitor program performance across one or more client portfolios. You will guide training, performance appraisals, and staffing to ensure service quality on site.

Responsibilities include tracking metrics, analyzing quality trends, presenting findings, and leading corrective action plans with stakeholders to maintain high evaluation standards and consistent calibration processes.