Supervisor Quality

Job Description

Job Title: Supervisor Quality 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 Responsibilities: Responsible for leading, motivating and supervising the team of Quality Analysts Identify root causes and recommend solutions for improvement. Set up, improve, drive, and streamline monitoring, feedback & other internal processes related to Quality and Compliance Develop Controls to minimize external and internal escalations. Collect Data, perform analysis and RCA on metrics and publish reports. Drive Process control & Compliance in addition to managing the audit requirements. Drive FMEA and other compliance activities for the account Monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results- on an ongoing basis. Focus on identification and highlight any/all compliance defects and recommend action plan. Ownership of compliance, data security and risk assessment for the process - highlight noncompliance in time to avoid surprises or before reported by external sources. Conduct Weekly Review the Reviewer for all Quality analysts and provide appropriate coaching. Responsible for all risk management & compliance activities applicable to this functional role. Collaborate with Operations, Training and Quality to drive Compliance conformance. Create new processes/initiatives based on the client requirements and drive in collaboration with different functions. Introduce metrics to monitor quality and report to the management on improvements necessary to meet customer and industry standards. As an ongoing practice, monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results. Reduce TQ-BQ variance on different input/output metrics. Propose corrective/improvement solutions based on facts and data and implement and monitor improvement projects in the process. Understand client needs on the Quality and process changes and ensure that the team is aware of them Focus on identification and highlight any/all compliance defects and recommend training or other action plan. Ensure consistency through calibration of Quality scores with the client scores through effective interactions with the client Quality team. Meet and exceed client metrics: External & Internal Quality metrics to be consistently Green Collaborate with Operations, Training and other stake holders for the delivery as per SOW requirement Desired Skills: People Management skills Ability to drive initiatives to closure by inter-functional collaboration. Ability to deal with all levels of employees. Ability to provide leadership, direction, and motivation to build high performing teams. Excellent verbal and written communication skills Data Handling / data interpretation skills Good working knowledge of Transaction Quality systems, tools and technologies. Understand Transitions, which is spread between the Handover, Start-up, Manage and Exit phases to be able to manage Transaction Quality functions effectively. High level of maturity to handle people including but not limited to client, stake holders, peers etc. Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure. Detail oriented, Strong organizational and Presentation skills Willingness to work in a 24.7 (Day and Night Shifts - Rotational) with no fixed week offs environment. Should be flexible about working on weekly offs in case of an urgency. Experience in coaching individuals via observation, feedback, mentoring and task demonstration. Proficient with MS office (PowerPoint, Excel, Word, etc.) Experience in coaching individuals via observation, feedback, mentoring and task demonstration. Analytical / Quantitative skills - Should be able to interpret and analyze large volumes of data - at LOB or site level. Educational Qualification - Graduation / Diploma (15 years of formal education) in any discipline. Disclaimer:- Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities. Location: IND Gurgaon - DLF Infinity Tower C, Portion 4th & 5th Flr Language Requirements: Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the foundit