Senior Quality Programs Lead - Monitoring & Insights

Concentrix; Makati; On-site; PHP 893,000 - 1,339,000; Full time

Job summary

Concentrix is seeking a Sr. Supervisor, Quality to support transactional monitoring for multiple clients at a single site and to supervise all on-site Quality Evaluators assigned to the portfolio.

The role emphasizes developing the team, ensuring evaluation accuracy, and delivering quality insights on overall program performance.

You will collaborate with Quality Leadership, Operations, Client, and Account Management teams to drive process improvements and maintain documentation.

Qualifications

• Bachelor's Degree in related field and 2–4 years of relevant experience.
• Experience with training methodologies and soft skills development.
• Excellent written and verbal communication.
• Ability to multi-task and meet deadlines.
• Strong attention to detail and professionalism.

Responsibilities

• Monitor, evaluate, and audit a sample of calls, chats, and emails.
• Meet departmental productivity targets and report results to stakeholders.
• Participate in calibration sessions to ensure scoring consistency.
• Maintain program knowledge of client products and strategies.
• Participate in quality task forces to drive improvements and keep programs current.
• Contribute to maintaining forms and legends documents.
• Support management focus on key drivers and Balanced Scorecards.

Skills

Quality monitoring

Call evaluation

Calibration sessions

Communication skills

Time management

Multi-tasking

Attention to detail

Professionalism

Team leadership

Education

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

Concentrix is seeking a Sr. Supervisor, Quality to support transactional monitoring for multiple clients at a single site and to supervise all on-site Quality Evaluators assigned to the portfolio.

The role emphasizes developing the team, ensuring evaluation accuracy, and delivering quality insights on overall program performance.

You will collaborate with Quality Leadership, Operations, Client, and Account Management teams to drive process improvements and maintain documentation.