Quality Assurance Supervisor
Posted
Summary
Supervises quality assurance for a call center/CX outsourcing operation: manages QA staffing and sample sizes, oversees monitoring and end-user satisfaction programs, reviews score sheets, automates QA reporting, and acts as the client-facing focal point for quality reviews. Requires COPC knowledge, people management, and call-center experience.
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