Quality supervisors manage and implement a company’s quality assurance and control systems to ensure proper execution of products and client satisfaction every time. People in this role are committed to ensuring the sales associates are executing their jobs on the phone flawlessly whenever possible

A SNAPSHOT OF YOUR ROLE

  • Direct audit activities

  • Conduct same call observation and frequently evaluate effectiveness

  • Works in partnership with the operations sales managers to ensure that all associates are meeting call quality standards

  • Track trends and make recommendations for refresher and/ or up- training to the training and operations team

  • Establish priorities and ensure maximum usage of assigned resources

  • Implement, support, and manage practices for assuring that quality and processes are adhere to standards and internal quality audits

  • Coordinate control plans and action plans to achieve expected results

  • Lead, mentor, and develop sales associate to promote quality awareness and implement quality programs and initiatives

  • Facilitate or lead quality training on quality management tools

  • Ensure that the sales associates are updated regarding new products, processes, and services launched by the company

  • Ensures effective monitoring and evaluation of the sales associates on a regular basis

  • Device systems or matrix to identify opportunities areas of sales associates and ensure proper feedback via Quality emails, instant feedback, counseling, short coaching,

  • Strive for continual improvement of the existing quality monitoring systems and the processes by which they are developed

  • Conduct calibration sessions between the sales managers

  • Develop reports showing inspection and audit performance and improvement opportunities including daily quality score report, performance improvement initiative reports and monthly quality report

  • Develop new ideas to improve overall quality in the process

  • Conduct meetings regularly with inspection and audit team to help consistency in teamwork.

  • Involve in team-driven actions to help improvements

  • Runs and analyzes reports and ensues that all reports are accurate and reliable

  • Assumes and performs other duties and responsibilities not specifically outlined here in

  • Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail

A BIT ABOUT YOU

  • Bachelor’s Degree preferred

  • 2-3 years working experience in the related field in a BPO setting

  • Can work successfully in an ambiguous, fast paced, growing, deadline-driven environment

  • Accuracy and attention to detail

  • Interpersonal skills

  • Teamworking skills

  • Results driven

  • Highly organized

  • Focus on great internal and external customer service

  • Ability to manage multiple projects in multiple functional areas simultaneously

  • Flexibility and adaptability to adjust to changing project needs in evolving situations

  • Independently exercise excellent judgment, discretion and sound reasoning in making important decisions

  • Strong level of proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

  • Excellent professional communication skills required, both verbal and written

  • Must be able to interface with Board members and Partners and consistently exude a pleasant, polished, and professional image

  • Proficiency in managing multiple projects effectively, with a high degree of accuracy and in a timely manner

  • Ability to switch gears and frequently reprioritize while keeping a calm and controlled demeanor

  • Must demonstrate excellent interpersonal skills and a strong customer service acumen

  • Must be proactive in anticipating executives’ needs and must consistently demonstrate a strong sense of urgency

  • Required to interact effectively and efficiently with all levels of employees

  • Flexibility for overtime

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