Supervisor, Quality Assurance

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. Complete the form and then email it as an attachment to You may also click here to access Conduent's ADAAA Accommodation Policy.