Operations Supervisor

Full Time
EXPIRES 30 Aug, 2020

Job Location

Providence, East Demarara, Guyana


As a QA Supervisor member at Qualfon, you will be in-charge of the center’s overall performance
on Quality metric, Responsible of designing QA strategy along with SOM/OM and Account Managers,
Creating the site QA strategy and action plan for all skills and groups. Also, Identifying and
communicating the trending and creating remedial plans, etcetera.



  • At least 6 months of Call center experience
  • Experience in team leadership in a Call Center setting or other related work.


Main Objectives: 

Team Attendance
○ Monitors attendance of the customer service representatives
○ Compares login time on the Avaya with the Biometrix data.
○ Uses the Biometrix data to monitor tardiness.
Balancing of Server
○ Uses CMS Supervisor tool to generate weekly server assignment for each representative
○ Balances Miami and Atlanta server for every shift to ensure all calls are catered on time
Team Communication and feedback
○ Reads emails addressed to the department at the beginning of the shift to ensure all necessary communication, updates and issues are addressed on time.
Department QFN (Attendance) for the day
○ Checks and updates attendance template
○ Records number of absences and the reasons ands sends it to the Senior Manager through email.
Manual Logger and Verint Exception Logger
○ Collates and files reps break schedules based on the data displayed on Verint.
○ Manually enters acceptable authorized behavior on Verint for exemption.
○ Collates from the main file Scorecard data and transfers it to a One on One form.
○ Conducts one on one coaching on rep’s scorecard twice a month.
NTE, DA and Coaching Log
○ Extracts from the main file a serial number to ensure integrity of the memo/document.
○ Tenders memos to the representative in accordance to the offense being committed.
○ Submits memos to the HCD for safekeeping and future reference.
Job Profile
Center Updates and URECAF
○ Disseminates updates to the team during the post shift meeting.
QA Update, QA score, QA Document and RCA
○ Discusses updates related to Quality in the absence of the Quality Analyst and ensures disciplinary actions for unacceptable QA scores are served.
○ Assists QAR in conducting RCA for Miami and internal evaluation.
○ Participates in the activities initiated by the QAR for the betterment of the Team’s Performance.
10 day Planner
○ Records schedules for rep’s one on one coaching and activities that will enhance his performance

Apply now

Pleas sent your resume to maida.bojorquez@qualfon.com with the subjet: Supervisor

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