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 setting. 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 recent 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