Sr Supervisor Quality

3 weeks ago


Dubai, United Arab Emirates Concentrix Full time
About the job

About the Job

The Sr. Supervisor, Quality is responsible for the day-to-day supervision of a group of Quality Evaluators/QAs. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability.

Candidate Profile

  • With at least 1-2 years of experience as a Quality Supervisor/Sr. Supervisor in a BPO setting
  • Must be willing to work onsite in Alabang
  • Knowledgeable in managing QA metrics
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations
  • Ability to mentor, coach, and provide direction to a team of employees
  • Willingness to work a flexible schedule

What's In for You?

  • Career Advancement
  • HMO active on Day 1
  • Monthly Incentives Program

Essential Functions/Core Responsibilities

  • Excellent Analytical skills, Customer Service skills, and Research and Investigation.
  • Proficient in Microsoft and Google suite.
  • Strong interpersonal and Leadership skills, Problem solving.

Roles & Responsibilities:

  • Monitor QA Score of the assigned project.
  • Supervise QA Analysts/Specialists
  • Track and act upon End customer feedback
  • Review Quality parameters and make changes whenever necessary in consultation with Operations
  • Facilitate calibrations / do client interfacing
  • Assist in preparing Quality Improvement Plans
  • Help Operations with the necessary quality tools and how to use them effectively
  • Provide guidance and leadership to QA team members
  • Update progress on operations and quality activities
  • Assist in aligning quality initiatives for achieving business objectives.


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