Supervisor Quality And Insights

The Quality Supervisor, Customer Solutions Insights is a key role in the Customer Solutions organization at Asurion. This position is responsible for supervising the day-to-day Insights Analyst activities including scheduling staff and work, coordinating training for analysts, assisting managers in developing and implementing key initiatives, and ensuring processes and procedures are followed and evaluated for effectiveness. The Supervisor provides Insights reports to management and attends various meetings, conducts audits on Insights Specialist work, and provides performance development for the Insights Specialists. May supervise analysts in multiple locations.

Leadership Responsibilities:

• Fosters a cooperative team environment; provides recognition, rewards and career enrichment opportunities for team members.
• Provides leadership, direction, support and career development to Insights team in a manner consistent with Asurions Core Values and business objectives.
• Trains, motivates and coaches the Insights Analysts on the essential skills to succeed in their role.
• Appropriately prioritizes team goals and individual goals to effectively achieve business objectives.
• Continually seeks opportunities to improve operations, including people, processes, and technologies.
• Ensures that team member, client, and subscriber expectations are met and exceeded.
• Collaborates with Human Resources to ensure that policies and procedures are consistently and fairly applied.
• Motivates analysts, both individually and as a group, to foster a respectful and fun environment.
  
  

• Partners closely with the Process Improvement organization to provide support, trending, and analysis for AOP and other business-critical initiatives.
• Reviews and analyzes ongoing projects to identify trends, provide recommendations and facilitate ongoing feedback to internal teams.
• Manages escalated client level complaints and resolves issues within company and/or contractual requirements.
• Collaborates with cross-functional teams to acquire feedback on analytics processes and implements changes as needed.
• Communicates and educates Operations and other cross-functional teams on Analytics processes, tools, templates and standards.
• Assesses technical qualitative and quantitative analysis to determine performance and reports on significant trends impacting company and customer expectations to Quality and Operations leadership.
• Interfaces closely with Managers and above to champion required projects to successful completion.
• Performs other duties and special projects as assigned.
  
  

• Bachelors degree in business or a related field preferred. Equivalent relevant work experience may be considered in lieu of degree.
• Must have prior Insights analyst experience.
• Must have prior call center and wireless industry experience.
• Minimum of two (2) years of technical troubleshooting experience with mobile devices
• Minimum of one (1) or more years of experience monitoring and evaluating call quality
• Two (2) or more years of prior supervisory experience. Proven track record of building and developing winning teams. Must have working knowledge of coaching and employee development techniques and change management.
• Demonstrated ability to consistently achieve all performance metrics
• Must currently be in good standing, including meeting or exceeding goals with no current disciplinary action and/or performance improvement plans on file.
• Possesses working knowledge of Microsoft Office Suite. Demonstrated experience with Ableton, Adobe Premiere, or equivalent A/V editing software preferred.
• Proven practical experience with Microsoft Excel and SQL Coding is highly preferred.
• Experience in quantitative and qualitative analysis, and problem solving techniques, root cause analysis, quality assurance practices and concepts.
• Knowledge of Six Sigma, ISO-9000, survey measurements, and facilitating work teams highly desirable.
• Excellent verbal and written communication skills along with the ability to interact with internal and external parties at various levels within the organization. Demonstrated strong conflict resolution skills.
• Demonstrated strong organizational, project and time management skills, along with the proven ability to handle multiple, competing priorities in a fast paced environment.
• Demonstrated analytical and critical thinking skills with strong problem solving and resource management skills.