Overview
Job SummaryThe Quality Assurance (QA) Supervisor will be responsible for managing QA staff, ensuring timely and effective implementation of all company’s policies, procedures, and maintaining a system of quality and reliability testing for the products and development processes. Reports directly to QA Manager.
Qualifications
Preferred Requirement
- Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams.
- 3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
- Proven track record of collaborating with cross-functional groups to produce results.
- Demonstrated ability to perform well in a rapidly changing and extremely global team.
- Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus.
- Excellent communication skills.
- Strong critical thinking and exceptional problem-solving skills.
- Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level.
- Passion for our mission of ensuring a world class support experience for our community.
- Quality certification (e.g. Lean Six Sigma, TQM, etc.) is a plus
Responsibilities
Key Responsibilities:
- Construct research and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
- Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.
- Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
- Package, deliver, and at times present key findings and briefings.
- Conduct evaluations to identify areas of improvement.
- Monitor, analyze & audit trainees’ performance and call out any unusual trends.
- Identify training needs by working with operations team and QA.