Sr. Supervisor, Quality

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

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