Sr. Supervisor, Quality

Concentrix; Makati; Sur place; PHP 600 000 - 900 000; Plein temps

Résumé du poste

Concentrix in Makati, Philippines, seeks a Sr. Supervisor, Quality to lead on-site quality evaluators across client programs, drive evaluation accuracy, and deliver actionable insights into program performance.

You will oversee training, calibration sessions, and the maintenance of forms and legends while partnering with Quality Leadership, Operations, and clients to meet scorecard goals.

Qualifications

• Bachelor's degree in related field from a four-year college; 2–4 years of relevant experience preferred.
• Experience in training methodologies and soft skills.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office.
• Ability to multi-task, prioritize, and meet deadlines.
• Self-starter with sense of urgency and resilience under pressure.
• Strong attention to detail and professionalism.

Responsabilités

• Monitor, evaluate and audit a sample of inbound/outbound calls, chat, and email.
• Meet productivity requirements and report evaluation results to stakeholders.
• Participate in calibration sessions to ensure scoring consistency.
• Maintain program knowledge of client products, services and strategies.
• Participate in quality task forces with stakeholders; maintain documentation forms.
• Support management focus on key drivers, metrics and processes affecting scorecards and profitability.

Connaissances

Training methodologies

Soft skills

Communication

Time management

Team building

Microsoft Office

Multi-tasking

Prioritization

Attention to detail

Professionalism

Formation

Bachelor's Degree in related field

Outils

Microsoft Office

Description du poste

The Sr. Supervisor, Quality is responsible for supporting Transactional Monitoring for a single/multiple clients with multiple programs or lines of businesses within a single site and supervises all on-site Quality Evaluators who support their assigned portfolio. This position is responsible for the skill level and development of the employees on their team, the attainment and accuracy of evaluations across assigned portfolio, and delivering quality related analysis and insights of overall program performance.

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Roles And Key Responsibilities

• Monitor, evaluate and / or audit a sample of inbound and/or outbound calls and other contact methods including chat and email
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Key Skills And Knowledge

• Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred
• Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable
• Self-starter, sense of urgency, and works well under pressure
• Strong attention to detail
• Sense of professionalism and ability to develop good relationships