Job Title:
Supervisor, Quality
Job Description
The 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.
Role and Key Responsibilities:
- Drive continuous KPI improvement programs across LOB's
- Drive FMEA and other compliance/hygiene activities for the account
- Analysis of utilization, efficiency and other process metrics
- Undertake detailed process improvement studies and up skill the team members
- Strengthen Quality management processes / framework to improve quality delivery
- Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client's expectation
- Drive Process controls & Compliance in addition to managing the Audit requirements
- Meet and exceed client metrics: External & internal quality metric should be consistently green
- Propose corrective & improvement solutions based on facts and data, implement, and monitor improvement projects in the process.
- Streamline channels of communications with other Functions and Clients
- Provide quality floor support, feedback, refresher and corrective training
- Responsible for leading, motivating and supervising the team of quality Analysts
- Facilitate Quality and Compliance teams to perform various audits
- Responsible for leading, motivating, and supervising the team of Quality analysts.
- Handle escalations and create effective RCA and action plan
- Participate in calibration of Trainers, QAs, and Voice Coaches within the team
- Conduct RTRs and NH training spot checks and dipsticks to ensure training efficiency
- Apply performance management strategies - action plans, BQ planning for the floor
- Drive Continuous Improvement in the team along with metrics improvement
Key skills & knowledge:
- Basic knowledge of computer hardware and software
- E.g., Computer accessories / names of parts and their usages (commonly used), protection software currently available, Windows etc.
- Base level trouble shooting know how needed.
- Boot function, installation / un-installation of drives etc.
- MS office Usage- Powerpoint Presentation & excel
- Excellent English communication
- People Management skill - Should be able to manage a team of Quality Evaluators
- Self-starter, sense of urgency and works well under pressure.
- Demonstrated ability to multi-task and meet timelines of deliverables
- Educational Qualification : Graduate
Disclaimer:-
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'
Location:
IND Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A
Language Requirements:
Time Type:
Full time
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
