Job LocationProvidence, 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
Pevious QA experience in a Call center
1. Quality Assurance Goal.
- Conducts Root Cause Analysis meetings with Campaign Coordinators and QA Analysts
- Develops action plans to address the root cause of QA penalizations
- Ensures that the QA Analysts understand and follows the QA Guidelines in a consistent manner
- Ensures updates are disseminated to all stakeholders
- Assists the QA Coordinator in planning and deploying new programs
2. QA Analysts Performance Evaluation
- Reviews QA Analysts’ output regularly and sees to it that deliverables are accomplished at the same time ensures integrity of data
- Implements workload distribution to meet operational demands
- Evaluates the QAAs monthly overall performance with a standard scorecard
- Mentors, coaches, and counsels QAAs to improve their performance
3. Daily, Weekly , Monthly and Special Reports
- Submits reports to Operations Coordinators and Managers containing evaluations and scores
- Submits Weekly RCA Report to QA Coordinator
- Sends updates on incentive program results
- Performs special department reports
- Accommodates other requests and reports from Coordinators
- Ensures that QA Analysts’ reports are accurate and sent timely
4. Information dissemination and calibration
- Leads the team during department calibration sessions, with Operations and with the client respectively
- Serves as the primary point of contact during conference calls with clients to discuss issues and or disputes and to standardize/update the call monitoring guidelines if necessary
5. Special assignments and tasks
- Performs special assignments given by the immediate supervisor
- Participates in Immersion and Orientation of new QA Staff
- Ensures participation in the department’s activities
Send email to firstname.lastname@example.org with subject: QA Supervisor
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