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Job Description
Job Title:
Supervisor, QualityJob Description
Designation: Supervisor, Quality
Profile: Supervisor, Quality
Location: Gurgaon
Years of Experience: 4+ years
JobDescription:
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.
Key role & Responsibilities
- Lead a team of QaaS Analysts and ensure delivery of quality, productivity, and client commitments.
- Review and validate RCA findings across audits, disputes, and escalations.
- Conduct deep dives on quality performance issues and identify systemic drivers behind errors and misses.
- Analyze dispute trends, overturn patterns, and quality variances to identify opportunities for improvement.
- Distinguish between policy gaps, training gaps, reviewer errors, tooling issues, and workflow/process deficiencies.
- Drive calibration sessions and ensure alignment.
- Partner directly with client stakeholders to discuss audit findings, RCA outcomes, dispute analyses, and recommendations.
- Prepare and present structured insight decks, performance reviews, and business recommendations.
- Coach analysts on RCA methodologies, policy interpretation, critical thinking, and investigative approaches.
- Drive continuous improvement initiatives based on observed trends and recurring root causes.
- Work closely with Operations, Training, Policy, and Product teams to improve quality outcomes.
Skills Required.
RCA & Investigative Thinking
- Strong RCA capability
- Experience with 5 Why, Fishbone, Six Sigma concepts
- Ability to connect symptoms with underlying causes
- Experience conducting client-facing discussions
- Ability to defend findings with data and evidence
- Executive communication and presentation skills
Quality & Policy
- Deep understanding of quality frameworks
- Policy interpretation and edge-case handling
- Calibration and quality governance experience
Analytical Capability
- Trend analysis
- Performance deep dives
- Dispute analysis and recommendation building
Ideal Experience
- 5-8 years overall experience
- 2+ years leading Quality, Analytics, Trust & Safety, Risk, or Investigations teams
- Strong experience in RCA, client reviews, calibrations, and quality governance
- Prior client-facing experience preferred
Educational Qualification- Graduation
Disclaimer:-
Neither Concentrix nor any authorized 3rd party who assists with our recruitment process, ever asks 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 letterhead with authentic signatures of appropriate Concentrix authorities.
Location:
IND Gurgaon - Bld 6 Ground & First FloorLanguage Requirements:
Time Type:
Full timeMore Info
Key Skills
Client-facing discussions
Quality frameworks
Dispute analysis
Six Sigma concepts
5 Why
Quality governance
Policy interpretation
Strong RCA capability
Recommendation building
Performance deep dives
Executive communication and presentation skills
RCA Investigative Thinking
About Company
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 designbrand-defining experiences. The technologists & engineers who buildsmarter 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.
