Quality Assurance Supervisor

JOB TITLE:          Quality Assurance Supervisor DIVISION:            Global Candidate Services (GSC)REPORTS TO:     Global Quality Assurance Manager   GENERAL SUMMARY: The primary functions of the Quality Assurance Supervisor are to supervise the overall direction, management, assessment, and coaching & development of the Quality Assurance Analyst and Trainers. Responsible for achieving company’s goals and ensuring customer satisfaction, evaluating and implementing new processes and/or procedures, enforcing the company’s policies and procedures. Analyzing and finding resolutions to concerns that impact our service.   DUTIES & RESPONSIBILITIES:   Supervises staff by providing work direction, clarifying expectations, providing training/development, and conducting performance reviews to maintain a productive work environment with a high level of employee satisfaction Builds and maintains a positive team environment. Creates a clear strategy for the team towards achieving organizational goals. Reports on team performance to senior management, providing timely and effective feedback on trended concerns. Handles all escalated communications in a professional and positive manner Identifies trends and create clear actionable plans to effectively improve quality of service in all functions in GCS Works closely with the stakeholders to explain challenges faced in each function and offers expert advice in terms of quality and training. Participates and initiates continuous process improvements by analyzing performance reports to identify trends and patterns that may interfere with achieving goals Partners with Human Resource to achieve: recruiting and staffing levels to meet demands, develop employee retention strategies, assist in employee training and development, and handle employee relations issues. Directs team when undertaking QA/QC or training related projects as directed by the QA Manager/ Contact Centre Manager/ Director Ensures coaching and monitoring done by the team is of highest standard and properly calibrated to biasness Conducts external and internal research on quality/training improvement matters and responds where needed Maintains constant flow of communication with necessary information from/to all regions/ departments to Team Leaders/ CSRs/ Managers. Act as QA CoE’s point of contact with regards to all QA matters. May conduct training sessions for quality, trainer and/or internal associates. Oversees the implementation of effective training feedback methods to improve training and quality programs. KNOWLEDGE, SKILLS & ABILITIES: Exceptional decision-making ability Ability to successfully lead change for the betterment of the business and the staff Ability to accurately work on a variety of tasks simultaneously Attentive, precise and focused, with careful eye for detail Ability to appropriately handle confidential material relating to employee and company information Strong work history showing excellent accountability and reliability Record of good attendance and adherence Self-starter and always thinks outside-the-box. Challenges the status quo to drive positive change. Proficiency in using Microsoft Office Applications (Word/ Excel/ Power Point) Independently deliver on objectives without being handheld  REQUIRED QUALIFICATION:    Minimum of 3 years in a customer service/call center environment, with 2 years’ experience managing a team, and/or coaching others. Strong understanding of the call center environment and the key levers to enhance performance and achieve financial targets    Result-oriented with a commitment to achieving personal, department, client, and company goals    Proven ability to work in an ever-changing and fast paced environment and maintain focus on key priorities despite conflicting demands    Impactful communication both written and verbal    Ability to build a highly engaged, committed, and empowered workforce    Must possess great people skills with an ability to relate to and to motivate people of diverse backgrounds and ages    Experience providing customer service online via chat    Bachelor’s degree is desirable, but not required

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