KPWA QA Supervisor (external)

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Roles & Responsibilities

• Quality Supervisor

• Handle executive complaints (investigating and updating tracker)

• Facilitates internal and external calibration in the absence of a QA supervisor

• Provides coaching and feedback to Quality Analysts regarding their performance

• Attends regular calibration with client and operations

• Conducts team meeting to discuss quality updates

• Sends out QA evaluation report

• Take calls if there is a need to assist operational needs

• Updates required reports

• Cascades Quality updates and minutes from client calls as per defined SLA

• Conducts QA talk and/or Call listening sessions during New hire training

• Reviews monitors done by QA specialist by reevaluating their calls

• Raise timely alert report for fatal defects

Core Competencies

Minimum level of proficiency: N – Novice, I – Intermediate, A – Advanced, S - Strategic

Core Competency

Proficiency

Drive for Results

I

Communication

I

Resourcefulness

I

Building Relationships

I

Developing People

I

Culture Building

I

Technical Competencies

• Coaching and mentoring skills

• Team management skills

• Should have gained mastery of call handling skills through phone time

• Strong customer service orientation

• Excellent documentation skills: preferably proficient in working with MS Word, Excel and Power point

• Knowledge in problem solving techniques and data analysis

• Excellent oral, written and interpersonal communication skills

• Resourceful and can work under pressure

• Exceptional analytical and listening skills

• Attentive to details and is results-oriented

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!