Quality Analyst Supervisor

Job Summary The position is responsible for planning, organizing, coordinating and controlling the activities of the QA team. Also ensures the effectiveness of QA programs to the production agents for the optimum delivery of company or client requirements.

Job Title: Quality Analyst Supervisor

Job Summary

The position is responsible for planning, organizing, coordinating and controlling the activities of the QA team. Also ensures the effectiveness of QA programs to the production agents for the optimum delivery of company or client requirements.

Role and Responsibilities

• Handle executive complaints (investigating and updating tracker)
• Facilitates internal and external calibration in the absence of a QA supervisor
• Provides coaching and feedback to agent base on monitored calls
• Attends regular calibration with client and operations
• Conducts team meeting to discuss quality updates
• Sends out QA evaluation report
• Take calls if there is a need to assist operational needs
• Updates required reports
• Cascades Quality updates and minutes from client calls as per defined SLA
• Conducts QA talk and/or Call listening sessions during New hire training
• Reviews monitors done by QA specialist by reevaluating their calls
• Raise timely alert report for fatal defects
• Perform other duties that may be assigned from time to time

Qualifications and Education Requirements

State the minimum qualifications required to successfully perform the job. These are the qualifications that are necessary for someone to be considered for the position.  All qualifications must comply with applicable law. 

Qualifications include:

• Candidate must possess at least a Bachelor's/College Degree in any field
• At least 1 year(s) of working experience in the related field is required for this position.