Location Bangalore Karnataka India Category Client Support Administration Req ID 14827 Job Type Full-time regular Through our dedicated associates Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them You have an opportunity to personally thrive make a difference and be part of a culture where individuality is noticed and valued every day Job Summary We are seeking a proactive and experienced Supervisor Quality Assurance to oversee quality assurance initiatives across our BPO operations The ideal candidate will manage a team of QA analysts ensure delivery excellence and drive continuous improvement by monitoring process adherence compliance and customer experience across voice and non-voice processes Key Responsibilities Supervise and mentor a team of QA Analysts across multiple BPO processes voice chat email back-office Set up improve drive and streamline monitoring feedback other internal processes related to Quality Analyze QA results identify trends and drive RCA Root Cause Analysis with Operations Training teams Lead calibration sessions with internal stakeholders and clients to maintain scoring alignment Collaborate with Training and Operations to improve agent performance through feedback and coaching inputs Ensure timely reporting of QA performance metrics and insights to stakeholders Prepare QA dashboards agent scorecards and monthly review decks for internal client reporting Conduct refresher sessions or floor huddles based on identified quality gaps Support compliance with company policies client SLAs and data security protocols Act as an Internal Auditor for QA Team Manage Analyze and Report upon ZTPs to stakeholders Drive Idea generation recommendation process and share ideas with the client Qualifications Skills Graduation in any discipline 4-6 years of experience in BPO Quality Assurance with at least 1-2 years in a team lead supervisory role Hands-on experience in handling quality for inbound outbound voice email or chat processes Strong understanding of QA parameters like CSAT FCR AHT adherence accuracy etc Exposure to international domestic BPO environments US UK AUS India Proficient in using QA tools MS Excel and reporting dashboards Must have Working knowledge of Six Sigma Lean TQM PDCA methodologies Excellent interpersonal communication and team-handling skills Six Sigma GB YB are preferred Conduent is an Equal Chance Employer and considers applicants for all positions without regard to race color creed religion ancestry national origin age gender identity gender expression sex gender marital status sexual orientation physical or mental disability medical condition use of a guide dog or service animal military veteran status citizenship status basis of genetic information or any other group protected by law For US applicants People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation s by submitting their request through this form that must be downloaded Complete the form and then email it as an attachment to FTADAAA conduent com You may also