Quality Supervisor

• Prepare weekly Sampling Plan and share with the CE team.

• Ensure that all types of transactions are monitored.

• Ensure that all the three types of audits are done as recommended by COPC - Live Recorded and Side-by-Side.

• Ensure Sampling Adherence is met MIPs are implemented if required.

• Track if the QAs are providing appropriate feedback basis the audits to improve consultants ability to perform better.

• Keep checking the QAs accuracy by doing ATA and Calibration.

• Be a consultant and advisor to the QAs to clarify on parameters during need.

• Conduct frequent QA reviews and provide inputs to QA on the areas to be focused.

• Analyse monitoring data to identify program level issues and opportunities.

• Communicate the insights and analysis regularly to different teams like Service Delivery Training etc.

• Drive quality awareness programs and performance improvement projects.

• Work in a collaborative manner with stakeholders various touch points with stakeholders to discuss performance partner with program to deliver excellent service to our customers.

• Team Player - Ensure employee satisfaction.

• Build a positive working atmosphere within the team and engage the team members with employee engagement models.

• Build competencies within the team so they can pick up additional responsibilities/move to the next level.

• Look at ways to reduce waste and increase efficiency Use process mapping techniques quality tools to increase utilization performance.

Qualifications :

Qualifications

• At least 2-3 years of Quality Supervisor experience. 

• Minimum of 3-5 years of experience in quality assurance preferably in a call center or customer service environment

• Proficiency in MS Office applications and quality management software

• Strong analytical and problem-solving skills with the ability to interpret complex data and identify trends

• Excellent verbal and written communication skills with the ability to provide constructive feedback and coach team members

• In-depth knowledge of call center operations performance metrics and quality standards

• Experience in developing and implementing process improvements

• Understanding of regulatory compliance requirements in customer service

• Demonstrated leadership skills and ability to work collaboratively in a team environment

• Ability to multitask and work efficiently in a fast-paced dynamic environment

• Strong attention to detail and commitment to maintaining high-quality standards

• Certifications such as Six Sigma or those focused on quality management are highly advantageous

• Experience with data analysis tools and reporting software is a plus

Remote Work :

No

Employment Type :

Full-time