Job Openings QA Supervisor

About the job QA Supervisor

What You Will Do

a) Monitor inbound & Outbound calls and evaluate agent performance concerning the quality of service offered through all channels.

b) Participate in calibrations and meetings with operations and clients to find common grounds and stay aligned with the business needs.

c) Manage auditing reports for Customer Care activities & transactions.

d) Through a mentorship approach provide guidance to their Quality team

e) Establish goals/expectations for the team around but not limited to productivity, accuracy, attendance, and professionalism

f) Report daily, weekly, monthly, quarterly and yearly Quality performance and trends

Requirement :

a) Strong background, 1-2 year experience in call center Quality Assurance and/or compliance

b) Customer centric attitude

c) Collaborative mindset

d) Loves to learn and can be coached and mentored

e) Ability to work in fast pace environment and multi-tasker

f) Excellent time management and organizational skills

g) Strong Microsoft suite experience (Excel, PowerPoint), SharePoint, Spreadsheet or related