QA Supervisor

Job Description

Ensure Program/Account success and improvement through QA development, driving change, partnership, and
ensuring all conversations and transactions are handled per the client's policy and procedures. Collaborates with
leadership to identify and report evaluation trends and ensure alignment to implement appropriate training. Assist
with team development to ensure we are equipped to support the account.
Duties and Responsibilities:
 Direct audit activities and assign based on QA schedule
 Provide one-on-one coaching sessions to assist with improving QA performance
 Establish priorities and ensure maximum usage of assigned resources
 Lead up-training sessions (QA huddles, meetings, etc.)
 Researching and resolving routine and escalated internal/external client concerns
 Implements initiatives and best practices to assist in the achievement of QA and CSAT goals
 Evaluate and recommend alternative auditing procedures for continuous improvement
 Maintain and provide feedback on call quality scorecard to ensure that it drives the right behaviors
 Conduct daily and weekly inspection for accuracy, attainment, etc. (Reaudits, disputes, attendance)
 Facilitates internal and external calibration sessions
 Complete weekly and monthly reports
 Onboard new QA members and guide organization personnel through new practices and certifications
 Develop new methods to resolve problems occurring during QA activities
 Perform other duties as assigned.
Experience:
 Previous Supervisor/QA experience preferred (1+ year)
 Previous QA experience (Minimum of 1 year) -preferred but not required
 Prior management experience (6+ months)
 (Internal) A-Player for 6+ Months, great attendance, and is not currently on performance documentation
Required Skills:
 Strong multi-tasking and organizational skills required
 Ability to lead a team and strive for excellence (leadership skills and presence)
 Ability to provide effective coaching to motivate team members and improve call performance
 Ability to analyze data, compile findings, and execute solutions
 Ability to work with team members in a collaborative manner
 Attention to detail
 Excellent oral communication skills - Clear expression, including tone, inflection, style and structure.
 Excellent written communication skills
 Microsoft Office Suite, including PowerPoint, Excel, Outlook and Access

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)