Job Title

Sr. Supervisor, 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 expectations.

Roles and Key responsibilities:
Monitor, evaluate and / or audit a sample of inbound and/or outbound calls and other contact methods including chat and email
Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
Maintain robust program knowledge base; basic understanding of client products, services and/or program strategies
Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management,



and Resource Unit partners); Complete phone time to keep current on programs (as applicable)
Contribute to maintaining forms and legends documents
Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Key skills and knowledge:
Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred
Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)
Robust communication skills, both written and verbal
Proficient in Microsoft Office
Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable
Self-starter, sense of urgency, and works well under pressure
Strong attention to detail
Sense of professionalism and ability to develop valuable relationships

Educational Qualification: Graduate

Location

IND Chandigarh - DLF IT, Tower C, Site 2Language Requirements:

Time Type

Full time

📌 Sr Supervisor, Quality Chandigarh
🏢 CNX
📍 Chandigarh