Quality Assurance Supervisor MBJ
Centerfield
- Hanover / St. James / Trelawny
- Not disclosed
- Not disclosed
- Updated 02/11/2023
- Phyl Haughton
We are seeking a qualified /experienced Quality Assurance Supervisor for our Montego Bay operations.
Summary
The fundamental purpose of the Quality Assurance Supervisor is to ensure that quality and compliance guidelines are achieved on all calls taken by agents. He/She will ensure to develop, draft or modify policies and procedures, and set expectations for the Quality Assurance team to ensure center achievements and opportunities are promptly cascaded to the business. One of the key objectives is to establish a transparent, professional and respectful relationship with account supervisors and team leads in an attempt to assure that agents are provided with the development and coaching that they need. They will form part of calibration sessions, these being for internal edification or with the partner.
- Monitor/evaluate staffing levels to ensure adequate business support.
- Manage Quality Analysts attendance and productivity.
- Set goals and expectations for the team around but not limited to workload and professionalism.
- Effectively communicate with other members of the business regarding strategies, processes and procedures to increase compliancy.
- Utilize company software to locate calls and listen to call recordings.
- Attend trainings, meetings or calibrations to ensure that they are aligned (as needed).
- Report daily, weekly, monthly, quarterly and yearly Quality production and trends.
- Proactively establish healthy relationships with account managers, supervisors, team leads and agents.
- Complete audit requests and quality related projects (as needed).
- Satisfy high-level call evaluations/audits in a timely fashion.
- Prove reliable and punctual as it pertains to attendance.
- Previous experience in Quality Assurance and contact center experience
- Bachelor Degree in Business Administration or related field
- Experience in managing team(s) of approximately 15-20 employees
- Excellent written and verbal communication skills
- Naturally curious and passionate with an entrepreneurial spirit
- Customer centric attitude
- Collaborative mindset
- Loves to learn and has the ability the be coached and mentored
- Ability to work in fast pace environment
- Desire to meet and exceed measurable performance goals
- Highly self-driven sense of motivation
- Strong time management and organizational skills
- Tech savvy (intermediate computer skills)
- Presentation skills
- Speech Analytics Knowledge
- Excel skills