Supervisor Quality

Overview

The QA Supervisor will be responsible in managing client and product specific related concerns and ensures that all Quality Updates are communicated to all stakeholders and that everyone is calibrated. The incumbent also conducts root-cause analysis on monitored calls within Results.   He/She will also do evaluation, documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.

Responsibilities

1. Evaluation, documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.3. Facilitate calibration; facilitate/deliver new hire presentation3. Correlates QA to other client metrics.4. Communication with internal and external clients regarding employee/team performance5. Facilitate RCA calibration, facilitate/deliver new hire presentation.6. Perform other duties, functions and tasks that are incidental and inherent to the job.

Qualifications

1. Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, in any field.2. At least 2 years of working experience in the related field is required for this position.3. Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Quality Control/Assurance or equivalent.4. Extensive knowledge of Customer Care Expectations & Quality Guidelines5. Strong knowledge of customer care processes and techniques6. Excellent oral, written, and interpersonal communication skills7. Exceptional listening and analytical skills8. Excellent time management skills9. Ability to analyze data for trends10. Demonstrated ability to work well in a team environment11. Dedication to providing exceptional customer service

 

Knowledge• Proficient in the use of commonly used Quality Transaction Monitoring tools such as Verint, Nice as well as strong working knowledge in the use of reporting tools such as MS Excel and PowerPoint• Knowledge of Six Sigma methodologies, preferably with Black and Greenbelt certification• Knowledge of COPC, TQM, ISO, or other QM tools/concepts• Knowledge of Call Center operations and procedures Skills• Excellent communication skills• Excellent presentation and analytical skills• Strong interpersonal skills at both the individual and team level• Must possess effective organizational and time management skills• Strong reporting skills

Abilities• Ability to effectively lead a team and foster professional working relationships and a high standard of work ethic• Possesses a collaborative working style and the ability to work independently and in a team environment.• Ability to plan, organize, and schedule workflow to meet rigid project deadlines• Adaptable and able to move with change while maintaining a positive attitude• Ability to work on several projects simultaneously• Ability to communicate professionally with all levels of management• Ability to work on a flexible schedule (graveyard/shift schedule)