Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. **Job Summary:** We are seeking a proactive and experienced **Supervisor** , **Quality Assurance** to oversee quality assurance initiatives across our BPO operations. The ideal candidate will manage a team of QA analysts, ensure delivery excellence, and drive continuous improvement by monitoring process adherence, compliance, and customer experience across voice and non-voice processes. **Key Responsibilities:** + Supervise and mentor a team of QA Analysts across multiple BPO processes (voice, chat, email, back-office). + Set up, improve, drive, and streamline monitoring, feedback & other internal processes related to Quality. + Analyze QA results, identify trends, and drive RCA (Root Cause Analysis) with Operations/Training teams. + Lead calibration sessions with internal stakeholders and clients to maintain scoring alignment. + Collaborate with Training and Operations to improve agent performance through feedback and coaching inputs. + Ensure timely reporting of QA performance metrics and insights to stakeholders. + Prepare QA dashboards, agent scorecards, and monthly review decks for internal/client reporting. + Conduct refresher sessions or floor huddles based on identified quality gaps. + Support compliance with company policies, client SLAs, and data security protocols. + Act as an Internal Auditor for QA Team. + Manage, Analyze and Report upon ZTPs to stakeholders. + Drive Idea generation/recommendation process and share ideas with the client. **Qualifications & Skills:** + Graduation in any discipline. + 4–6 years of experience in BPO Quality Assurance, with at least 1–2 years in a team lead/supervisory role. + Hands-on experience in handling quality for **inbound/outbound voice** , **email** , or **chat processes** . + Strong understanding of QA parameters like CSAT, FCR, AHT, adherence, accuracy, etc. + Exposure to international/domestic BPO environments (US/UK/AUS/India). + Proficient in using QA tools, MS Excel, and reporting dashboards. + Must have Working knowledge of Six Sigma, Lean, TQM & PDCA methodologies. + Excellent interpersonal, communication, and team-handling skills. + Six Sigma GB/YB are preferred. Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . Complete the form and then email it as an attachment to FTADAAA@conduent.com . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt\_adaaa\_accommodation\_pol.pdf) . _At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._