Quality Assurance Supervisor

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TYPE OF WORK

Full Time

SALARY

$500/month

HOURS PER WEEK

TBD

DATE POSTED

Mar 27, 2020

JOB OVERVIEW

We recognize the importance of quality assurance as a method to promote a positive customer experience while ensuring adherence to our guidelines and legal compliance. This makes our Quality Assurance professionals integral to the success of our company. However, scoring calls alone is not enough, we need people who can identify trends, patterns, and take action to promote necessary changes in behavior. This means we need experienced quality assurance professionals with a strong work ethic, and the ability to multi-task in a metric-driven, fast-paced environment.


The Quality Assurance Supervisor reports to the Director of the Quality Assurance Department and supervises the Quality Assurance Agents who are responsible for Quality Assurance call evaluations and coaching sessions.


Key Competencies

· Attention to detail

· Communication skills – verbal & written (English required, Spanish a plus!)

· Data analysis with a goal of process improvement

· Independent analysis & problem solving


Main Tasks, Duties, and Responsibilities:

• Monitor, evaluate and coach QA Rep performance for consistency in adherence to company guidelines
• Maintain department reporting of QA scores and trending.
• Collaborate with Managers and QA Reps to establish a positive team environment that supports and reinforces best-in-class customer service and sales practices.
• Ensure that all QA Representatives are meeting targets and provides action plans for those that fall below expectations.
• Manage QA team productivity goals, staffing, scheduling, and daily tasks.
• Coordinate issue/dispute resolution for all levels of escalated issues.
• Make recommendations to management regarding the development of policies and procedures
• Support new hire and on-going QA training initiatives
• Ad hoc projects.


This position is NOT entry-level and requires a background in quality assurance with the ability to analyze the audit findings and proactively implement the appropriate corrective actions to improve the process.

This is a full-time position.

ABOUT THE EMPLOYER

Contact Person: Talent Team

Member since: February 26, 2015

Total Job Posts: 6

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