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. For US applicants: 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) .