Call Centre Quality Assurance Supervisor

Job Description
The QA Supervisor is tasked with coming up with overseeing and driving Quality Assurance Framework in the Contact Centre.

Develop and audit quality assurance strategies to ensure the delivery of world-class service.
Root cause and corrective action plans – assess and review complains/concerns/escalations and perform root cause analysis and corrective action planning for recurrent issues.
Support staff to handle escalated issues and provide guidance for better outcomes, Coordinate issue resolution for all levels of escalated issues as per the SOPs.
Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
Monitor and evaluate the team performance for consistency in adherence to company guidelines and provide direct feedback to the Call Center agents regarding strengths and weaknesses.
Monitor inbound & Outbound calls and evaluate agent’s performance concerning the quality of service offered through all channels, provide clear insight into performance drivers and the levers which impact performance.
Maintain proper documentation of call performance and associated corrective measures as applicable.
Perform mystery calls to ensure accurate and consistent information delivery to the customers.
Lead calibration sessions and breakout training sessions as needed. Support new hire and on-going QA training initiatives as needed.
Lead in designing effective training programs and collaborate with trainers and QA team to establish a positive team environment that supports and reinforces best-in-class customer service practices.
Workforce Management.  Ensure adequate staffing for shifts, leave scheduling and tasks allocation.
Make recommendations to management regarding the development of policies, processes and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
Any other tasks/duty as may be assigned by the Line manager.

Education
Bachelors Degree (B)

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