Quality Supervisor

Responsibilities

• Supervise on-site Quality Evaluators, including work assignments, attendance monitoring, and performance appraisals.
• Manage resources across assigned portfolios to meet varying account needs and personnel schedules.
• Maintain accurate metrics for both individual direct reports and overall team performance.
• Conduct quality performance analysis to identify trends, determine root causes, and present findings to internal and external stakeholders.
• Lead corrective action plans and quality task forces in collaboration with Operations, Client, and Account Management partners.
• Ensure consistent application of quality processes, including calibration sessions and reporting.

Requirements

• Minimum 1-2 years of experience in leadership and coaching.
• At least 6 months of experience working within a contact center Quality Evaluator team.
• Proficiency in MS Office, with a strong focus on Excel.
• Strong written and verbal communication skills.
• High attention to detail and the ability to work under pressure.
• Ability to mentor, coach, and provide direction to a team of employees.

Benefits

• Competitive base salary with performance-based incentives.
• Comprehensive medical, dental, and vision insurance.
• Paid time off, holidays, and paid training days.
• Retirement savings plan and employee assistance program (EAP).
• Access to DailyPay for early pay access.
• Diverse networking groups and mentorship programs.
• Health and wellness programs.

About the Company

Concentrix is a global technology and services leader that powers the brands of the future. We help over 2,000 of the world's best-known brands solve their toughest business challenges by designing, building, and running integrated, end-to-end solutions across the enterprise. With a presence in over 70 countries, we combine human-centered design with tech-powered innovation to transform how companies connect and grow.