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
- Robust 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 interp

📌 Supervisor, Quality (Gurugram)
🏢 Concentrix
📍 Gurugram