Quality Assurance Supervisor

What will you do?

• Review QA sizing and takes action regarding over and under staffing
• Assure that the monitoring approach and end user satisfaction approaches are implemented on compliance basis across the year.
• Implement required changes to the monitoring and end user satisfaction approaches.
• Reviews sample size and precision per project and addresses required actions based on those reviews.
• Review monitoring results per program and across sites.
• Attends new implementation kick offs, assigns QAE to the newly implemented project and review the new score sheets.
• Review and approves change of project score sheets.
• Review quality variations from metrics and tracks to ensure root causes have been identified and improvement has been sustained.
• Enhance QA reports and presentations based on business and operations needs.
• Address new ideas to Quality data standard system.
• Automate QA required templates and reports.
• Attends monthly QA-operations presentations and sets proper action plans with the account managers.
• Responsible for all client engagement duties, acting as a focal point for any business review, highlighting all quality assurance issue and advise with the appropriate action plan.

Technical Skills

• Good Understanding of performance management approaches
• Good Understanding of COPC Standards and approaches
• Excellent People Management Skills
• Strong Presentation Skills
• 3-4 Years within the call center industry
• Proficient in English