Supervisor, Quality

Convergys; Manila, Hinoba-an; On-site; PHP 446,000 - 670,000; Full time

Job summary

Concentrix is hiring a Supervisor, Quality at our Manila site (PHL Manila - San Lazaro). You will oversee the on-site Quality Evaluators, assign work, monitor attendance and performance, and ensure accurate evaluations across the portfolio.

You will lead calibration sessions, drive root-cause analyses, and present findings to Quality Leadership and Operations. You’ll coordinate training, certifications, and process improvements with client and account teams.

Qualifications

• Supervise a work group and manage scheduling/attendance.
• Develop and evaluate quality evaluations; provide insights.
• Lead calibration sessions and ensure consistent processes.

Responsibilities

• Supervise on-site Quality Evaluators across the assigned portfolio.
• Analyze quality performance; present findings to stakeholders.
• Lead corrective action plans with business partners.
• Ensure training and certification processes are followed.

Skills

Supervisory experience

Quality analysis

Calibration sessions

Training & certification

Job description

Job Title: Supervisor, Quality

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. 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.

Location: PHL Manila - San Lazaro

Time Type: Full time

Mission:

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview:

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand-defining experiences. The technologists & engineers who build smart solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.