Job Title: Supervisor - Training & Quality Job Description Key Responsibilities: Training: Design, develop, and deliver onboarding and ongoing training programs for call center agents. Conduct training needs analysis and identify skill gaps. Collaborate with team leaders and managers to ensure training aligns with business goals. Maintain training materials and update them regularly based on process or product changes. Monitor and evaluate training effectiveness through assessments and feedback. Quality Assurance: Develop and implement quality monitoring frameworks and scorecards. Monitor and evaluate agent interactions (calls, chats, emails) for quality, compliance, and customer satisfaction. Provide constructive feedback and coaching to agents based on quality evaluations. Analyze quality trends and recommend process improvements. Ensure compliance with internal policies and external regulations. Reporting & Analysis: Generate regular reports on training outcomes and quality metrics. Track performance improvements and identify areas for further development. Present insights and recommendations to senior management. Qualifications: Bachelor’s degree in Business, Communications, or related field (preferred). 3+ years of experience in a call center environment, with at least 1 year in a training or quality role. Strong knowledge of call center operations and customer service best practices. Excellent communication, presentation, and interpersonal skills. Proficiency in MS Office and call center software (e.g., CRM, QA tools). Ability to analyze data and generate actionable insights. Key Competencies: Leadership and team management Analytical thinking and problem-solving Attention to detail Coaching and mentoring Adaptability and continuous improvement mindset Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations. **Role and key responsibilities:** Training Supervision: · Identify training needs through performance data, feedback, and business goals. · Design, implement, and evaluate training programs and workshops. · Supervise trainers and ensure consistency in content delivery and facilitation. · Maintain training records and ensure compliance with mandatory learning requirements. · Monitor training effectiveness through assessments, feedback, and performance metrics. · Collaborate with department heads to align training with operational goals. Quality Assurance: · Oversee quality monitoring processes and ensure adherence to SOPs and KPIs. · Supervise quality analysts and ensure timely audits and feedback loops. · Analyze quality data to identify trends, gaps, and areas for improvement. · Develop and implement quality improvement plans in collaboration with operations. · Conduct calibration sessions to ensure consistency in evaluations. · Support root cause analysis and corrective action planning. **Key skills and knowledge:** · Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.) · Strong oral and written communication skills · Proficient in Microsoft Office · Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables · Strong understanding of adult learning principles and instructional design. · Excellent communication, presentation, and leadership skills. · Proficiency in using Learning Management Systems (LMS) and MS Office tools. · Ability to analyze data and generate actionable insights **Education** - Graduate **Disclaimer** :- 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask 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 letter head with authentic signatures of appropriate Concentrix authorities.' Location: IND Pune - Amar Tech Centre S No.30/4A 1 Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**