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Quality Supervisor

Concentrix • Business Process Outsourcing (BPO) • Call Center Services • 11 hours ago
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Salary
≈ $8k – $21k per year (Estimated)
Location
In office (Manila)
Employment
Full-Time

Confirmed on the employer's own hiring board on Oct 1, 2026. First seen by Alion on Oct 1, 2026. Concentrix scores C on the Alion truth index.

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Concentrix

Concentrix is an American customer experience and business services company founded in 1983 and headquartered in Newark, California. It designs and runs customer support, sales, collections and back-office operations on behalf of more than two thousand client brands, employing hundreds of thousands of people across some seventy countries in dozens of languages. Listed on Nasdaq and enlarged by the 2023 acquisition of the French group Webhelp, the company has pushed beyond traditional call-centre outsourcing into experience design, automation and AI agents that deflect routine contacts before a human is needed.
concentrix.com • HQ: Newark, United States • Business Process Outsourcing (BPO) • Call Center Services • 5000+ employees • Est. 1983
Tech stack of Concentrix

Job Title:

Quality Supervisor

Job Description

The Supervisor, Quality is responsible for supporting Transactional Monitoring for a 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.
  • 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 works 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

Location:

PHL Manila - San Lazaro

Language Requirements:

Time Type:

Full time
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