Quality Assurance Supervisor at Samasource

Job description

Job Description

The Quality Assurance supervisor will be responsible for daily supervision, coaching, mentoring, motivation and coordination of a team of Quality Analysts (QA) to ensure reporting requirements and performance metrics are met.

Responsibilities

Duties will include but not be limited to the following:

• Assisting the Training and Quality Manager in setting quality standards across the Samasource work streams
• Providing qualitative and quantitative feedback on compliance and transactional accuracy to team leaders, members of management and department representatives
• Developing 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
• Leading/supporting training for new and existing agents to ensure that they are able to meet and exceed the defined SLAs.
• Assessing new and ongoing projects work plans and workflows, and audit approaches with recommendations to optimize quality and production
• Analyzing QA reports to identify trends and make relevant recommendations to Training, Operations and any other applicable business units.
• Maintaining 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.
• Developing and maintaining effective working relationships with clients and/or accounts projects managers.
• Managing Client complaints/escalations with the aim of de-escalating the situation and maintaining a positive relationship with the client

The Successful Candidate Will Possess

Skills and Qualifications:

• Degree in business or any other relevant field/ equivalent experience
• Minimum of 3 years’ experience working in a BPO with at least 1 year in QA role
• Proficiency in analyzing data to derive meaningful information
• Ability to manage and measure workloads and motivate others.
• Ability to see big picture and think globally
• Ability to audit and manage processes
• Ability to develop, coach and mentor others
• Proficiency in using the Microsoft Office suite applications with strong Excel and Power point skills

Applications close on August 10, 2018. Only shortlisted candidates will be contacted.