Quality Assurance Supervisor

Posted on Dec 14, 2018 by TTEC

Athens, Athens Greece
Call Center & Customer Service
Immediate Start
Annual Salary
Working for a world-renowned leader in BPO, the Quality Assurance Supervisor will be responsible for the Quality Assurance Specialists performance, development, mentoring, and coaching to meet and continuously improve both company and client quality metrics.

The Quality Assurance Supervisor will focus on Specialists performance, providing motivation and support to enhance engagement and success in attaining quality targets and goals.

The Quality Assurance Supervisor will be accountable for meeting all performance indicators, quality metrics using reporting tools, and techniques specific to quality assurance.

The Quality Assurance Supervisor will oversee and execute the monitoring and scoring activities and responsibilities of their teams. They coordinate quality assurance activities and special quality projects. Leading Specialists in accordance with policies and procedures of the company and client's requirements.

The Quality Assurance Supervisor will evaluate quality assurance processes. Recommend and coordinate needed changes based on process analysis and program changes upon client request. Responsible to meet team productivity and quality goals.

Key Performance Objectives:

  1. Achieve 100% of quality goals per client contract.Actively implement strategies and initiatives to enable the Quality Assurance team to achieve its goals and objectives. Communicate the core strategy and quality goals to the team. Establish metrics for success, set clear priorities, and drive the team to meet quality goals. Understand the key business objectives, timeframes, and requirements associated with each goal. Ensure that the team meets contractual quality monitors and audits, accuracy and receive proper feedback. Ensured that the team is providing insight into program and language trends. (Strategic planning, project management, results orientation, business acumen, strategic thinking, enthusiasm)
  1. Manage day-to-day quality operations, processes, and reporting.Responsible for understanding and executing quality requirements specific to program(s) supported. This includes observation of and providing feedback to the team. Translate QA Specialists performance into a level of client and customer satisfaction. Contribute in quality evaluations by monitoring and scoring calls. Evaluate scores against client contractual expectations and calibrate to discover gaps and challenges. Communicate gaps and challenges with quality specialists and other stakeholders, participate in coaching process and provide an action plan to ensure the issues get addressed. Be involved with the quality disputes process if needed. Responsible for quality reporting. Regularly share quality reports with client and operations. (Teamwork and collaboration, problem solving, accountability, people skills, results orientation, relationship building)
  1. Improve the key success metrics associated with quality department.These include:
  • Provide program-level reporting to operations at least monthly if not weekly
  • Proactively assess and document team efficiency to determine the best staffing plans each month
  • Review and assess day-to-day activities documenting ways to maximize individual and team output
  • Foster an environment that encourages team performance and supports development
  • Work to evolve the team as business partners to operations providing action plans and opportunities for improvement

Gather information, analyze data, observe the process, and lead the effort to consistently improve each quality process and performance. This includes challenging every aspect of the processes. Recommended changes must be monitored and measured to ensure bottom-line impact to the process. Responsible for meeting key metrics and quality requirements. Held accountable for attrition and performance of Quality Assurance Specialists. (Data analysis, persuasion, problem solving, strategic thinking, achievement motivation)

  1. Deliver excellent customer service and communication.Responsible and available for teams' questions and issues ensuring appropriate resolution of issues. Maintain a positive, respectful and caring attitude. Communicate problems clearly and collaborate with direct reports and business partners that issues will be resolved quickly with a minimum of long term impact. Proactively share relevant reports with managers and other team leads as needed. Take personal responsibility for problems and solutions. (Communication, helpful, conflict resolution, take ownership, enthusiasm, customer focus)

  1. Develop, coach, support, and evaluate the team.Responsible for development of Quality Assurance Specialists. Establish realistic team goals and performance objectives. Provide constructive feedback to staff. Hold team accountable for meeting all performance indicators and client quality metrics, using reporting tools and techniques. Coach and provide career development advice to specialists. (Coaching, achievement motivation, influence, communication, mentor, judgment, accountability)

  1. Ensure team has tools, systems, and support needed to perform their job.Escalate system level issues to the appropriate systems/IT support/ vendor team/client. Clearly identify all system level errors including the scope of problems and relative urgency. Provide clear documentation of problems via e-mail or ticketing system to the appropriate team. Ensure that problems have been addressed. (Problem solving, system troubleshooting, communication, reporting, attention to detail)

You're the right fit for the position if you have:

  • Proficient Greek and English, both written and verbal
  • Ability to manage multiple, complex, on-going tasks and projects
  • Ability to lead and partner successfully with staff and chain of command
  • Ability to lead and partner successfully with staff and chain of command
  • Proficient English, both written and verbal
  • Great interpersonal skills
  • Strong attention to detail
  • Open, honest, and empathetic manner when dealing with people
  • Strong attention to detail and desire to follow procedures
  • High customer service orientation
  • Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
  • High level of integrity, honesty, and judgment
  • Data analysis and reporting
  • Strong coaching skills

Desirable criteria:

  • Knowledge of call center business
  • Call center experience

What we are offering:

  • Astounding opportunity to work for a true world leader in BPO on an exciting new project in Athens, Greece
  • Being part of a team of top class professionals, growing and developing in an innovative and fast paced environment
  • Competitive salary
  • Private medical care with Dental Coverage
  • Paid annual leave
  • Career development opportunities with a global organization
  • Full relocation package

Reference: 599179343

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