Supervisor, Quality WAH-Remote (NA) - U.S. at Concentrix Little Rock, AR

Job Title

Supervisor, Quality (WAH-Remote) (NA) - U.S.

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 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

Qualifications

• Bachelor's Degree in related field from a four-year college or university with 2-4 Years of Experience preferred.
• 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.
• Proficient in Microsoft Office.
• Strong communication skills, both written and verbal.

Benefits

• Base salary range $35,110.00- $43,888.00/hr., plus incentives that align with individual and company performance.
• Medical, dental, and vision insurance, comprehensive employee assistance program (EAP), 401(k) retirement plan, paid time off and holidays, and paid training days.
• DailyPay enrollment option.
• 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.
• Mentorship programs.
• Work-from-home convenience with company-supplied technologies.
• 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.

Equal Opportunity

Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.