SUMMARY

The Quality Supervisor supervise the quality team and ensure performance measures are at desired service level standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Meet or exceed all quality initiatives/goals by ensuring processes are inspected regularly
• Performs escalation actions occur within appropriate time frames and are tracked internally
• Inspects quality representative’s work to ensure accuracy, thoroughness, and professionalism
• Schedules monitoring calibration sessions are held once or twice per month or as directed.
• Forward quality updates and reports sent by client and operational contact, creates internal reports and communicate to the floor, training, timely, accurately, and consistently
• Educate all center personnel on quality and customer connection processes and guidelines
• Implement and reinforce all quality and customer connection processes within center
• Continuous improvement of all quality and customer connection processes through trending, consulting, and troubleshooting
• Participates in identifying floor needs and QA team.
• Drive strategy by analyzing data collected from a statistically significant sample of calls.
• Ensure call center compliance to account policies and procedures, fulfillment, professionalism and accuracy of information given during associate/customer interactions.
• Create and document process to ensure that associates can share ideas for improvement with management on a quarterly basis at a minimum.
• The Quality supervisor will create a standard report including measurements of: regulatory infractions, one call fulfillment, professionalism, and customer experience.
• Manage the QA department and ensure processes and/or techniques are followed.

CANDIDATE PROFILE

• Must have at least minimum of 1-2 years’ experience as Quality Supervisor
• Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred
• Excellent communication skills - verbal and written
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverables
• Detail-oriented
• Ability to work on-site / night shift
  
   

Please refer to job description.