About Concentrix:
Concentrix is a leading CX Solution Company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents. Our 2,25,000 + staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics, and back office solutions in 70+ languages from 125+ delivery centers. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients.
Visit www.concentrix.com to learn more.
Role: Quality & Training Supervisor
Location: District 12, QTSC1 Building
Working Time: 5 days/week, rotating shift
**Language Proficiency: English
Responsibilities:
Quality Management
- Supervise and manage daily activities of the Quality (QA) team supporting Content Moderation operations.
- Ensure moderation decisions align with platform policies, guidelines, and regulatory standards.
- Monitor quality scores, accuracy rates, and error trends across moderation teams.
- Conduct regular audits, deep dives, and root cause analysis on quality defects.
Coaching & Performance Improvement
- Provide structured feedback, coaching, and action plans for moderators and QA analysts.
- Partner with Operations Supervisors to address performance gaps and drive quality improvement.
- Support remediation plans for low-performing agents or teams.
Calibration & Policy Alignment
- Lead and participate in internal and cross-functional calibration sessions.
- Ensure consistent interpretation and application of content policies across teams.
- Flag policy ambiguities, edge cases, and emerging risks to Policy or Client stakeholders.
Reporting & Analytics
- Prepare and present quality reports, dashboards, and insights to management.
- Track KPIs such as accuracy, false positives/negatives, SLA adherence, and appeal outcomes.
- Identify trends related to content types, regions, or policy changes.
Stakeholder Collaboration
- Work closely with Operations, Training, Policy, and Client teams to align quality standards.
- Provide inputs for training materials, refresher sessions, and policy updates.
- Support audits, client reviews, and compliance checks when required.
KEY QUALIFICATIONS/SKILLS
- Bachelor's degree or equivalent work experience
- 24+ years of experience in Content Moderation, Trust & Safety
- At least 12 years in a supervisory or lead role (preferred)
- Strong understanding of content moderation policies and workflows
