Quality and Training Supervisor

2 weeks ago

Manila, National Capital Region, Philippines Vista Equity Partners Management, LLC Full time

At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities worldwide celebrate life and pay tribute to those we love. We are transforming the funeral experience through industry-leading technology that provides personalization for families, as well as efficiency and profitability for funeral homes and obituary hosting services. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users. Tribute is a unique new model that brings the stability of B2B software PLUS the explosive growth and valuation of eCommerce. We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 400 individuals in the US, Canada, Philippines, and Ukraine.

POSITIONSUMMARY:

We are looking for Quality and Training Supervisor who will be responsible for the quality review of day-to-day interactions and correspondence between the TT Customer Support group customers and clients. Provides managers with statistical data trends in quality. Identifies potential procedural improvements, process barriers and training needs. Identifies individual quality improvement needs and provides necessary coaching. Provides support for case resolution and training for specialized procedures. Works with minimal supervision and is responsible for making an established range of decisions, escalating to Manager/Director when necessary and updating Manager/Director on a regular basis.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Performs live and recorded call monitoring of a predetermined percentage of phone interactions and provides trend and error rate data to Leadership.
  • Performs quality audits of a predetermined percentage of outgoing written correspondence, emails, and live chats, and provides trend and error rate data to Leadership.
  • Monitors requests and workflow volumes and assigns to appropriate workgroups. Identifies errors and proactively provides necessary feedback and/or coaching.
  • Provides management with reports and actionable data on monthly results of department quality audits, indicating specific trends and error rates.
  • Participates in the development of quality control and monitoring forms, standards and measures for existing and future business needs, interactions, correspondence, and processes.
  • Identifies trends and suggests improvements to processes, procedures and/or training.
  • Compiles a weekly report at the associate level detailing misdirected requests, requests that should have been handled at the time of the interaction and correspondence error ratios for the purposes of coaching and development.
  • Demonstrates expertise with all products, procedures, and systems within the business unit.
  • Supports process enhancement implementations.
  • Provides additional support for other duties as assigned by management.
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