QA Supervisor | Start ASAP

A SNAPSHOT OF YOUR ROLE You will oversee a team of QAs, their daily operations and end-to-end QA interventions that drive the assigned campaign’s customer satisfaction and compliance.  You are an expert in leading and developing a team of QAs through regular coaching and mentoring, enabling them to be valuable contributors in promoting positive customer experience and reinforcing adherence to compliance requirements within Operations.  You are expected to collaborate with Operations, Training, HR, other internal groups, and clients in developing agents to meet and exceed expected operational targets through varied means such as calibration sessions, triad coaching, up-skill training sessions, data analysis, process improvements, etc.  As Quality Supervisor, you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.  Ultimately, you shall ensure that your team operates efficiently and supports Operations in meeting the client performance goals. The support you provide to the QAs is important to ensure consistency in performance and continuous development.Your daily tasks include, but are not limited to: Reporting directly to the Quality Manager. Ensuring that your team delivers quality work to internal and external clients in an efficient and timely manner. Facilitating activities that will engage team members and nurture a fair and innovative culture through team buildings, planning sessions, rewards and recognition, etc. Ensuring and tracking the productivity and coverage targets of your assigned team. Serving as an alternative contact person in the absence of the QA Manager. Properly onboarding and facilitating goal setting the new QAs in your team. Providing feedback to Operations and Quality Managers on campaign results and trends. Conducting spot-checks on evaluations made by QAs, Team Leaders, Sales Coaches, and Trainers at least once a month. Taking ownership of Critical Errors, Physical/Information Security Processes, and escalating to Operations /Training/QA Management, and HR as needed. Collaborating with Operations and Training teams in mentoring Team Leaders and Trainers on QA tools and processes via calibrations, triad coaching sessions, one-on-ones, etc. Consolidating and analyzing results and trends on quality metrics and sending weekly and monthly QA reports. Data analysis, sharing of performance trends and actionable recommendations to Operations and Training for agent/program performance, knowledge, and skills improvement Creation and documentation of QA- or campaign-specific processes. Liaising with Operations, Training, and Clients on development and improvement plans for Operation-, Training-, and QA-related processes. Actively participating in internal and client meetings and performance reviews. Providing additional evaluations and/or spot checks to help identify call trends and agent behaviors. Regularly mentoring and coaching QAs Preparing the QAs’ monthly scorecard and discussing the QAs’ performance individually. Reviewing the good calls submitted by the QAs and submitting them to the QA Manager. Administrative functions such as timekeeping, carrying out of corrective actions as needed, performance assessments, etc. Carrying out other tasks as assigned by the Quality Manager. A BIT about YOU Bachelor’s/College degree holder in any field or the equivalent. With at least three years of experience in the BPO industry. Relevant experience in quality assurance, and customer experience and compliance for voice and/or back-office businesses. With at least a year of experience in leading/supervising a team. Able to lead a team and manage more than one campaign or line of business. Keen in identifying opportunities, and providing fact-based analysis and actionable recommendations. Can positively influence a team and other cross-functional groups to drive improvement. Committed to meeting and exceeding internal and external client deliverables under tight deadlines. Proficient in Microsoft Office applications including Excel, Word, and PowerPoint, and other similar applications. Can perform root-cause analysis and can utilize varied tools to generate relevant reports and provide sound data analysis. Has effective written and spoken communication skills across various audiences. Possesses effectual listening, coaching, and motivational skills. Flexible to work in varied shifts and sites. Adaptable to changes in the working environment, and can complete multiple tasks efficiently. Able to work as part of a team, and when applicable, independently under minimal supervision. Has excellent organizational and time-management skills.  WHAT SUCCESS LOOKS LIKE Excellent feedback from internal and external customers and clients. Effective QA processes and initiatives that impact operational performance. Achievement of own and campaign’s KPIs.