QA Supervisor
2 weeks ago
- Develop, implement, and maintain quality assurance programs and processes to ensure adherence to client requirements and service level agreements (SLAs).
- Monitor calls, chats, emails, or other interactions between agents and customers to assess quality and compliance with company policies and procedures.
- Conduct regular audits and evaluations of agent performance, providing feedback and coaching as necessary to drive improvements.
- Lead a team of QA analysts or specialists, providing guidance, training, and support to ensure consistent performance and development.
- Assign tasks, set objectives, and monitor progress to meet departmental goals and objectives.
- Foster a positive and collaborative work environment that encourages accountability, creativity, and continuous improvement.
- Compile and analyze data from quality monitoring activities to identify trends, patterns, and areas for improvement.
- Prepare regular reports and presentations for management, highlighting key performance metrics, trends, and recommendations for enhancement.
- Work closely with other departments, such as Operations and Training, to address systemic issues and implement corrective actions.
- At least 1 year experience as Quality Supervisor
- Proficient in excel
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