Job Summary

• The primary responsibility of the Quality Supervisor is the implementation, support, and management of practices for assuring that quality and processes adhere to standards and internal quality audits
• Coordinating control plans and action plans to achieve expected results
• Leading, mentoring and developing team members to promote quality awareness and implement quality programs and initiatives.
• Facilitating or leading training on quality management tools
• Presentation skills
• Scrub, analyze, and present Quality and CSAT data
• A Quality Supervisor has a dual role to play: maintain maximum Quality and ensure highest motivation within their own QA Team as well as ensuring Quality and keeping the process agents motivated.
• To ensure customer satisfaction through monitoring agent interaction with the customer.
• To ensure that the CSRs [Customer Service Representatives] are updated regarding ...