Quality Analyst Supervisor

Job Summary:

The Quality Assurance Supervisor has the responsibility of coordinating through calls and meetings, the team’s performance and productivity. With direct responsibilities supporting Optimum’s Operations, reporting statistics must be provided weekly/monthly/quarterly with supporting analysis. A Quality Assurance Supervisor identifies Quality Assurance Analyst/Evaluator’s areas of opportunity through their daily audits, works on action plans to drive these areas of opportunity to improve performance; this will ensure an excellent customer experience and maintaining the needed KPI’s.

Responsibilites:

▪ Complete weekly coaching sessions per QA/QE

▪ Complete two (2) random Evaluate the Evaluator sessions per month - evaluate these sessions using the evaluation form, determining effective and recommended techniques are followed and ensure compliance in meeting standards.

▪ Performance management of team members.

▪ Develops and initiates standards and methods for inspection, testing, and evaluation.

▪ Analyzes and resolves work problems, or assists workers in solving work problems.

▪ Complete a similar amount of feedback sessions for their respective Analyst/Evaluators’ - specific quantity of feedback following pre-established goals.

▪ Address all Quality Assurance Alerts sent by partners, both internal and external (rebuttals etc.) specify what was done and to include the assessment details. 

▪ Quality Assurance Supervisor reports and will follow up on the team’s performance; completing action plans, feedback sessions with the agents and assessments and provide training once the opportunity presents itself.

▪ Always track and keep records of each agent’s and QAs performance and provide a ranking form.

▪ Ensure that all schedules are completed and uploaded on time.

▪ Have constant communications with the QA leaders and operations, where necessary, scheduling meetings to discuss team results and understand the company’s KPI’s and requirements.

▪ Timely creation/completion of reports that should be sent to QA leadership.

▪ Completing corrective actions to QAs once KPI’s and targeted action plans are not met after being clearly outlined, with the QA’s commitment given.

▪ Manage existing forms to ensure grading schemes are realistic.

▪ Assist in evaluating new hires by assessing their ability to read and speak well or the completion of this task through assignment.

▪ Attend all calibration sessions, assess the calls, participate and interact with all internal team.

▪ Manage all calls that are required by your agents and managers.

▪ Have constant communication with the team, scheduling meetings to discuss team results.

▪ Support and monitor SMEs performance and attendance.

Qualifications:

· Excellent leadership skills.

· Previous Experience in Customer Care, Quality Assurance or Supervisory.

· 2 Year Previous Training & Quality Experience.

· Strong knowledge in LMS Tool Navigation.

· Excellent problem analysis and problem-solving skills.

· Excellent communication and interpersonal skills.

· Attention to detail, accuracy and time management.

· Ability to follow written and oral instructions.

· Flexibility and adaptability while maintaining professionalism.

· High level of competence in MS Office.

· Have a satisfactory performance evaluation.

· Must be able to use Initiative whilst maintaining the company’s standard.

· Meet all job specifications for the role.

· Able to handle additional responsibilities directly related to Quality Assurance.

· Have not received formal corrective action within the last six month.