Job Title:
Supervisor, Quality
Job Description
Designation: Supervisor, Quality
Profile: Supervisor, Quality
Location: Gurgaon
Years of Experience: 4+ years
Job 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 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
Solid 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
Calibratio
📌 Supervisor, Quality (Gurugram)
🏢 CNX
📍 Gurugram