Job Title:
Supervisor, Training & Quality
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 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 solid 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.
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📌 Supervisor, Training (Gurugram)
🏢 Concentrix
📍 Gurugram