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- Daily supervision, coaching, mentoring, motivation and coordination of a team of Quality Analysts to ensure reporting requirements and performance metrics are met
- Provide qualitative and quantitative feedback on compliance and transactional accuracy to team leaders, members of management and department representatives
- Lead and support QA related performance management initiatives
- Develop internal control systems to determine if Quality Analysts/QA processes/QA systems are producing useful, accurate and reliable data in accordance with QA policies and procedures and proactively assessing and addressing any potential risks with QA leadership
- Lead or support trainings for new and existing agents to ensure that they are able to meet and exceed the defined SLAs.
- Perform critical business analysis of issues identified by QAs, including identifying root cause(s) and identifying value-add opportunities for improvement in a timely manner
- Assess new and ongoing projects work plans and workflows, and audit approaches with recommendations to optimize quality and production
- Analyze QA reports to identify trends and make relevant recommendations to Training, Operations and any other applicable business units.
- Maintain a thorough understanding of assigned accounts product knowledge, processes and policy requirements and ensure that any changes are updated in relevant logs and are effectively communicated to the relevant parties.
- Develop and maintain effective working relationships with clients and/or accounts projects managers.
- Lead and support additional special projects and initiatives of the QA team as necessary to achieve departmental objectives; includes the monitoring, evaluation and scoring of new and existing projects.
- Managing Client complaints/escalations with the aim of de-escalating the situation and maintaining a positive relationship with the client
Qualifications for the Quality Assurance Supervisor Job
- Education: Degree in business or any other relevant field/ equivalent experience
- Minimum of 3 years of BPO experience required
- Minimum of 1 year of experience in Quality Assurance in a BPO center
- Minimum of 1 year of supervisory or lead experience to include managing performance, reporting, providing timely coaching and feedback, and motivating employees.
Apply here for the Quality Assurance Supervisor Jobs
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