Quality Assurance Supervisor at Samasource

Job Description

• Daily supervision, coaching, mentoring, motivation and coordination of a team of Quality Analysts to ensure reporting requirements and performance metrics are met
• Provide qualitative and quantitative feedback on compliance and transactional accuracy to team leaders, members of management and department representatives
• Lead and support QA related performance management initiatives
• Develop internal control systems to determine if Quality Analysts/QA processes/QA systems are producing useful, accurate and reliable data in accordance with QA policies and procedures and proactively assessing and addressing any potential risks with QA leadership
• Lead or support trainings for new and existing agents to ensure that they are able to meet and exceed the defined SLAs.
• Perform critical business analysis of issues identified by QAs, including identifying root cause(s) and identifying value-add opportunities for improvement in a timely manner
• Assess new and ongoing projects work plans and workflows, and audit approaches with recommendations to optimize quality and production
• Analyze QA reports to identify trends and make relevant recommendations to Training, Operations and any other applicable business units.
• Maintain a thorough understanding of assigned accounts product knowledge, processes and policy requirements and ensure that any changes are updated in relevant logs and are effectively communicated to the relevant parties.
• Develop and maintain effective working relationships with clients and/or accounts projects managers.
• Lead and support additional special projects and initiatives of the QA team as necessary to achieve departmental objectives; includes the monitoring, evaluation and scoring of new and existing projects.
• Managing Client complaints/escalations with the aim of de-escalating the situation and maintaining a positive relationship with the client

Qualifications

• Education: Degree in business or any other relevant field/ equivalent experience
• Minimum of 3 years of BPO experience required
• Minimum of 1 year of experience in Quality Assurance in a BPO center
• Minimum of 1 year of supervisory or lead experience to include managing performance, reporting, providing timely coaching and feedback, and motivating employees.