Quality Supervisor (Onsite)

Concentrix • Lake Mary, FL

1d • Onsite

About The Position

The Quality Supervisor (Onsite) is responsible for supporting Transactional Monitoring for single/multiple clients with multiple programs or lines of businesses within a single site and supervises all on-site Quality Evaluators who support their assigned portfolio. This position is responsible for the skill level and development of the employees on their team, the attainment and accuracy of evaluations across assigned portfolio, and delivering quality related analysis and insights of overall program performance. Concentrix is a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging. They have earned “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year. As a Quality Supervisor (Onsite), you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands power a world that works through exceptional customer experiences and tech-powered innovation. Due to continued growth, they are looking for more talented game-changers to join their purpose, people as passionate about providing outstanding customer experiences as they are.

Requirements

• Minimum 1-2 years’ experience in Leadership and Coaching, which includes a minimum of 6 months’ experience in a contact center Quality Evaluator team.
• Strong comfort level with MS Office, particularly with Excel
• Ability to foster a sense of professionalism and relationship building for self and team.
• Strong attention to detail.
• Self-starter, sense of urgency and works well under pressure.
• Ability to mentor, coach and provide direction to a team of employees.
• Ability to lead team in multi-tasking, periodization, and meeting timelines on deliverables.
• Strong communication skills, both written and verbal.
• Must reside in the United States or have a valid U.S. address for residence.

Responsibilities

• Supervise work group, including work assignment and attendance monitoring; provide input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements; manage resources across the assigned portfolio of single client or site (personnel schedules, varying account needs)
• Maintain accurate metrics of direct reports individual performance as well as overall team level performance
• Conduct analysis on quality performance across single site or client and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans
• Evaluate levels of process and staff effectiveness and work with Business stakeholders to create and collaborate on execution of improvement action plans
• Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) for respective single site or client
• Ensure consistent application of the quality process/system across assigned site or client including but not limited to calibration sessions, review the reviewer, insights and reporting; administration of applicable certification and training processes up to and including internal and client requirements.

Benefits

• medical, dental, and vision insurance
• comprehensive employee assistance program (EAP)
• registered retirement savings plan
• paid time off and holidays
• paid training days
• DailyPay enrollment option to access pay "early," when you want it
• Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
• Health and wellness programs with trained partners to help promote a healthy you
• Mentorship programs that support your rewarding career journey
• A modern, state-of-the-art office setting with advanced technologies and a great team
• Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
• Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed