Quality Assurance Supervisor

Responsibilities:

• Reviews and monitors daily/weekly Reports, Remote Tracking Reports, and QA Focus Reports.
• Develops and maintains quality monitoring processes, procedures and tools (monitoring forms, statistical reporting, schedules, and assignments) that support Operational Standards and meet client criteria
• Meets with QA Specialists regularly to review shift plans, quality items, report issues, and to design plans for the center.
• Consults with Operations Manager and QA Specialists on any quality issues on focus and non-focus programs and any average or below remote sessions.
• Conduct Remote Monitoring Sessions and reviews indicators of back-end performance (bounce reports, test calls, client feedback, etc.) for call center trends.
• Assists in real time monitoring of CSRs both independent and with Quality Assurance Specialists.

Requirements:

• Good analytical and listening comprehension skills
• High proficiency in Excel and other MS Office applications.
• Can work independently on designated projects and seamlessly work with team members
• Willing to work on a graveyard and shifting schedule
• Must be at least a College Graduate in any field
• Must have at least 2 years QA supervisory experience or its equivalent
• Must be at least 21 years of age
• Must be willing to work in San Juan City