Quality Team Lead: Site Performance & Insights

Concentrix Philippines; Davao City; On-site; PHP 670,000 - 893,000; Full time

Job summary

Concentrix Philippines is seeking a Supervisor, Quality to support transactional monitoring for a single or multiple clients within a single site. The role oversees on-site Quality Evaluators, develops staff, and ensures accurate evaluations across portfolios.

Responsibilities include staffing, attendance monitoring, maintaining performance metrics, root-cause analysis, and leading improvement actions with stakeholders to improve program quality.

Qualifications

• Bachelor'sDegreeinrelatedfieldfromafour-yearcollegeoruniversitywith2-4YearsofExperiencepreferred.
• Abilitytofosterasenseofprofessionalismandrelationshipbuildingforselfandteam.
• Strongattentiontodetail.
• Self-starter,senseofurgencyandworkswellunderpressure.

Responsibilities

• Superviseworkgroup,includingworkassignmentandattendancemonitoring;provideinputintoselecting,training,developing,andcompletingperformanceappraisalofworkgroup(s)inaccordancewiththeorganization'spoliciesandapplicablelegalrequirements;manageresourcesacrosstheassignedportfolioofsingleclientorsite(personnelschedules,varyingaccountneeds)
• Maintainaccuratemetricsofdirectreportsindividualperformanceaswellasoverallteamlevelperformance
• Conductanalysisonqualityperformanceacrosssinglesiteorclientandberesponsibletoidentifytrends,determinerootcause,presentfindingsbothinternallyandexternallyandleadcorrectiveactionplans
• EvaluatelevelsofprocessandstaffeffectivenessandworkswithBusinessstakeholderstocreateandcollaborateonexecutionofimprovementactionplans
• Leadqualitytaskforces/actionplanswithBusinessstakeholders(QualityLeadership,Operations,Client,AccountManagement,andResourceUnitpartners)forrespectivesinglesiteorclient
• Ensureconsistentapplicationofthequalityprocess/systemacrossassignedsiteorclientincludingbutnotlimitedtocalibrationsessions,reviewtheviewer,insightsandreporting;administrationofapplicablecertificationandtrainingprocessesuptoandincludinginternalandclientrequirements

Skills

Attention to detail

Mentoring

Team leadership

Communication skills

Self-starter

Education

Bachelor's degree in related field

Tools

Microsoft Office

Job description

Concentrix Philippines is seeking a Supervisor, Quality to support transactional monitoring for a single or multiple clients within a single site. The role oversees on-site Quality Evaluators, develops staff, and ensures accurate evaluations across portfolios.

Responsibilities include staffing, attendance monitoring, maintaining performance metrics, root-cause analysis, and leading improvement actions with stakeholders to improve program quality.