Job Description
Job Description
The role of the Quality Assurance Supervisor is to lead the Quality Assurance team and directly support and contribute to the Customer Experience strategy and customer centric culture.
The role communicates and delivers work to align the Company’s mission, vision and culture in all elements of customer experience.
Our ideal candidate is an articulate, outgoing, self-starter who possesses a hunger to grow and evolve in this role.
Job Responsibilities :
- Manage day-to-day quality activities, in support of front-line employee development and growth, ensuring program and procedures support company goals for service, quality, and cost effectiveness;
- Develop, implement and manage a robust and comprehensive Quality Assurance program which can be scaled with the department's growth;
- Identify and rollout Quality Assurance best practices which help enhance service to our customers, identify and promote efficiencies and reduce wasteful spending;
- Create a plan for maintaining standards in the quality assurance program, and find a way to measure it;
- Identify key performance indicators (KPIs), and use those numbers to guide our efforts;
- Coordinate quality initiatives that may affect various teams and lines of business;
- Coordinate employee and team satisfaction surveys and follow-up, for internal entities and related to quality activities;
- Define how a Customer Experience Specialists’ performance will be measured in the department’s on-boarding and continued training;
- Create and manage a remediation plan for specialists who consistently fail to make improvements based on feedback.
- Foster a culture of continuous improvement by incorporating peer-to-peer evaluation and self-evaluation of calls, emails and live chat within the department;
- Develop dashboards and scorecards to track progression both at a department and specialist level;
- Compile weekly Customer Experience Quality metrics and develop product and business recommendations with supporting data;
- Well versed in quality assurance and improvement philosophies and techniques.
Position Requirements :
- 3+ years in a Quality Assurance role within a large Customer Experience Department;
- 2+ years of supervisory experience;
- Impeccable attention to detail;
- Strong analytical skills;
- Self-motivated, attentive to detail and not afraid but excited from often changes;
- Multitasker, not afraid of a highly dynamic environment and constant change;
- Fast learner with an eye to synthesize details and connect the dots between complex data relationships;
- Well spoken, confident communicator and listener;
- In order to share details on the product line and commission structure during the interview process you might be asked to sign a confidentiality and non-disclosure agreement.
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