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Job Description
Job Title:
Supervisor, Training & QualityJob Description
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 expectationRole: Supervisor, Training & Quality
Location: Gurgaon
Education - Graduate
Role Overview:
We are looking for an experienced Supervisor, Training & Quality to lead training, quality assurance, and performance improvement initiatives within a banking operations environment. The ideal candidate should have strong experience in voice-based banking processes, quality management, coaching, stakeholder management, and advanced Excel reporting.
Role and Key Responsibilities
Training & Development
- Conduct new hire training and refresher sessions for banking operations teams.
- Identify knowledge gaps and implement training interventions to improve performance.
- Develop training content, SOPs, process guides, and assessment programs.
- Monitor training effectiveness and provide recommendations for continuous improvement.
Quality Management
- Manage quality monitoring programs for voice interactions.
- Conduct call audits and provide actionable feedback to agents and team leaders.
- Analyze quality metrics and identify trends impacting customer experience and compliance.
- Ensure adherence to banking, regulatory, and operational guidelines.
Performance Improvement
- Drive quality improvement projects and process excellence initiatives.
- Collaborate with Operations and Leadership teams to improve service delivery.
- Track and report key performance indicators (KPIs), quality scores, and training effectiveness.
Reporting & Analytics
- Prepare MIS reports, scorecards, dashboards, and performance analytics.
- Utilize advanced Excel functions such as Pivot Tables, VLOOKUP/XLOOKUP, Power Query, dashboards, and data analysis.
- Present insights and recommendations to management based on performance trends.
Required Skills & Qualifications:
- Bachelor's degree in any discipline.
- 6+ years of experience in Banking/BFSI Operations.
- Minimum 2 years of experience in Training and/or Quality leadership roles.
- Strong exposure to Voice Process operations within banking or financial services.
- Advanced proficiency in Microsoft Excel.
- Excellent communication, coaching, and stakeholder management skills.
- Strong analytical and problem-solving abilities.
Preferred Experience:
- Exposure to Digital Banking, Retail Banking, Payments, Cards, KYC, or Customer Service operations.
- Experience managing training and quality teams.
- Knowledge of process improvement methodologies and quality frameworks.
Key Competencies:
- Training & Facilitation
- Quality Assurance
- Coaching & Feedback
- Banking Operations
- Voice Process Management
- Data Analysis & Reporting
- Stakeholder Management
- Team Leadership
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Location:
IND Gurugram - 2nd, 3rd and 4th Flrs, RMZ InfinityLanguage Requirements:
Time Type:
Full timeMore Info
Key Skills
voice-based banking processes
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.
