What are the responsibilities and job description for the Sr. Supervisor, Training & Quality position at cnx?
Job Title: Sr. Supervisor, Training & Quality Job Description 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. Drive quality excellence across sales-focused LOB operations, ensuring superior customer experience, compliance, and revenue optimization. The role partners closely with sales, operations, and clients to improve conversion, reduce leakage, and enhance overall performance. Key Responsibilities 1. Quality & Sales Performance Management Define and implement quality frameworks aligned to sales KPIs (conversion rate, AOV, revenue per call). Monitor and evaluate sales interactions to ensure effective pitch, objection handling, and closure techniques. Identify revenue leakage areas and drive corrective actions. 2. Analytics & Insights Analyze QA data to uncover trends impacting sales performance and customer experience. Provide actionable insights to improve conversion, cross-sell, and upsell effectiveness. Build dashboards and reports for leadership and clients. 3. Coaching & Capability Building Partner with training teams to design targeted coaching interventions for sales agents. Conduct calibration sessions and feedback loops to improve agent effectiveness. Enable teams with best-in-class sales practices and scripts. 4. Client & Stakeholder Management Act as a quality SPOC for clients, presenting performance insights and improvement plans. Align quality metrics with client expectations and contractual KPIs. Drive governance through regular reviews and business updates. 5. Compliance Ensure adherence to regulatory and compliance requirements (especially in BFSI/regulated sales). Standardize processes to improve consistency, accuracy, and quality of sales interactions. 6. Team Leadership Manage QA teams, ensuring productivity, accuracy, and development. Foster a culture of quality, accountability, and performance excellence. Key Metrics / KPIs Sales conversion rate Revenue per interaction Quality audit scores Compliance adherence Reduction in errors and revenue leakage Qualifications & Skills Graduate Min 4 years of experience in Training/Quality within sales/contact centre environment Strong understanding of sales processes, call auditing, and coaching methodologies Expertise in data analytics, reporting Excellent client communication and stakeholder management skills Preferred Experience: Proven track record of driving measurable sales impact through quality interventions Exposure to BFSI, telecom, or high-volume sales contact centres Experience in domestic voice processes - Mandatory 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 Vishakhapatnam Lansum Square, Survey No.30/3E/1, situated in Maddilapalem Village Language Requirements: Time Type: Full time Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.