Supervisor, Quality

Job Title:

Job Description

• →Lead a team of QaaS Analysts and ensure delivery of quality, productivity, and client commitments.
• →Review and validate RCA findings across audits, disputes, and escalations.
• →Conduct deep dives on quality performance issues and identify systemic drivers behind errors and misses.
• →Analyze dispute trends, overturn patterns, and quality variances to identify opportunities for improvement.
• →Distinguish between policy gaps, training gaps, reviewer errors, tooling issues, and workflow/process deficiencies.
• →Drive calibration sessions and ensure alignment.
• →Partner directly with client stakeholders to discuss audit findings, RCA outcomes, dispute analyses, and recommendations.
• →Prepare and present structured insight decks, performance reviews, and business recommendations.
• →Coach analysts on RCA methodologies, policy interpretation, critical thinking, and investigative approaches.
• →Drive continuous improvement initiatives based on observed trends and recurring root causes.
• →Work closely with Operations, Training, Policy, and Product teams to improve quality outcomes.

• Strong RCA capability
• Experience with 5 Why, Fishbone, Six Sigma concepts
• Ability to connect symptoms with underlying causes

• Experience conducting client-facing discussions
• Ability to defend findings with data and evidence
• Executive communication and presentation skills

• Deep understanding of quality frameworks
• Policy interpretation and edge-case handling
• Calibration and quality governance experience

• Trend analysis
• Performance deep dives
• Dispute analysis and recommendation building

• 5-8 years overall experience
• 2+ years leading Quality, Analytics, Trust & Safety, Risk, or Investigations teams
• Strong experience in RCA, client reviews, calibrations, and quality governance
• Prior client-facing experience preferred

Neither Concentrix nor any authorized 3rd party who assists with our recruitment process, ever asks 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 letterhead with authentic signatures of appropriate Concentrix authorities.

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