Job description
Job Description
The Quality Assurance supervisor will be responsible for daily supervision, coaching, mentoring, motivation and coordination of a team of Quality Analysts (QA) to ensure reporting requirements and performance metrics are met.
Responsibilities
Duties will include but not be limited to the following:
Assisting the Training and Quality Manager in setting quality standards across the Samasource work streams
Providing qualitative and quantitative feedback on compliance and transactional accuracy to team leaders, members of management and department representatives
Developing internal control systems to determine if Quality Analysts/QA processes/QA systems are producing useful, accurate and reliable data in accordance with QA policies and procedures and proactively assessing and addressing any potential risks with QA leadership
Leading/supporting training for new and existing agents to ensure that they are able to meet and exceed the defined SLAs.
Assessing new and ongoing projects work plans and workflows, and audit approaches with recommendations to optimize quality and production
Analyzing QA reports to identify trends and make relevant recommendations to Training, Operations and any other applicable business units.
Maintaining a thorough understanding of assigned accounts product knowledge, processes and policy requirements and ensure that any changes are updated in relevant logs and are effectively communicated to the relevant parties.
Developing and maintaining effective working relationships with clients and/or accounts projects managers.
Managing Client complaints/escalations with the aim of de-escalating the situation and maintaining a positive relationship with the client
The Successful Candidate Will Possess
Skills and Qualifications:
Degree in business or any other relevant field/ equivalent experience
Minimum of 3 years’ experience working in a BPO with at least 1 year in QA role
Proficiency in analyzing data to derive meaningful information
Ability to manage and measure workloads and motivate others.
Ability to see big picture and think globally
Ability to audit and manage processes
Ability to develop, coach and mentor others
Proficiency in using the Microsoft Office suite applications with strong Excel and Power point skills
Applications close on August 10, 2018. Only shortlisted candidates will be contacted.
