Quality Supervisor

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

You are an expert in leading and developing a team of QAs through regular coaching and mentoring, enabling them to be valuable contributors in promoting positive customer experience and reinforcing adherence to compliance requirements within Operations.

You are expected to collaborate with Operations, Training, HR, other internal groups, and clients in developing agents to meet and exceed expected operational targets through varied means such as calibration sessions, triad coaching, up-skill training sessions, data analysis, process improvements, etc.

As Quality Supervisor you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.

Ultimately, You Shall Ensure That Your Team Operates Efficiently And Supports Operations In Meeting The Client Performance Goals. The Support You Provide To The QAs Is Important To Ensure Consistency In Performance And Continuous Development. Your Daily Tasks Include, But Are Not Limited To

• Reporting directly to the Quality Manager.
• Ensuring that your team delivers quality work to internal and external clients in an efficient and timely manner.
• Facilitating activities that will engage team members and nurture a fair and innovative culture through team buildings, planning sessions, rewards and recognition, etc.
• Ensuring and tracking the productivity and coverage targets of your assigned team.
• Serving as an alternative contact person in the absence of the QA Manager.
• Properly onboarding and facilitating goal setting the new QAs in your team.
• Providing feedback to Operations and Quality Managers on campaign results and trends.
• Conducting spot-checks on evaluations made by QAs, Team Leaders, Sales Coaches, and Trainers at least once a month.
• Taking ownership of Critical Errors, Physical/Information Security Processes, and escalating to Operations /Training/QA Management, and HR as needed.
• Collaborating with Operations and Training teams in mentoring Team Leaders and Trainers on QA tools and processes via calibrations, triad coaching sessions, one-on-ones, etc.
• Consolidating and analyzing results and trends on quality metrics and sending weekly and monthly QA reports.
• Data analysis, sharing of performance trends and actionable recommendations to Operations and Training for agent/program performance, knowledge, and skills improvement
• Creation and documentation of QA- or campaign-specific processes.
• Liaising with Operations, Training, and Clients on development and improvement plans for Operation-, Training-, and QA-related processes.
• Actively participating in internal and client meetings and performance reviews.
• Providing additional evaluations and/or spot checks to help identify call trends and agent behaviors.
• Regularly mentoring and coaching QAs
• Preparing the QAs’ monthly scorecard and discussing the QAs’ performance individually.
• Reviewing the good calls submitted by the QAs and submitting them to the QA Manager.
• Administrative functions such as timekeeping, carrying out of corrective actions as needed, performance assessments, etc.
• Carrying out other tasks as assigned by the Quality Manager.