Quality,Process & Training Supervisor

About the Job

• Provide clear insight into performance drivers and the levers which impact performance.
• Manage auditing reports for Customer Care activities & transactions.
• Design quality rules and guidelines to achieve the highest performances with team managers.
• Compile and track performance for teams and individual level.
• Develop action plans to drive improvement (provide baseline statistics and reporting showing the effectiveness of the action plan).
• Monitor and evaluate QA Rep performance for consistency in adherence to company guidelines and provide direct feedback to representatives regarding strengths and weaknesses.
• Mentor and coach representatives by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience.
• Maintain department reporting of QA scores and trending.
• Collaborate with trainers and QA Reps to establish a positive team environment that supports and reinforces best-in-class customer service practices.
• Ensure that all QA Representatives are meeting statistical targets and provides action plans for those that fall below expectations.
• Provide program and agent performance reporting, including statistical analysis and reporting.
• Coordinate issue resolution for all levels of escalated issues.
• Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
• Lead calibration sessions and breakout training sessions as needed. Support new hire and on-going QA training initiatives as needed.
• Stay up to date on new products, procedures, and marketing initiatives. Ad hoc projects.