Quality Assurance Supervisor

ResultsCX Named ‘Major Contender’ in Everest Group; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive salary package

Transport facility for night shifts

Comprehensive training and development

Health insurance and other employees

Collaborative and supportive work

Job summary

ResultsCX is seeking a Supervisor, Quality Assurance in Bengaluru to lead cross-account QA efforts and drive customer experience insights. You will mentor CX Analysts, conduct calibration and RCA sessions, and analyze calls using speech analytics to identify trends and performance gaps.

This on-site role requires strong communication, analytics, and leadership skills, with experience in QA tools and Six Sigma concepts.

Qualifications

• Two or more years in quality/performance management.
• Experience leading teams as a Team Leader/Quality Lead.
• Six months of experience with Speech Analytics.
• Bachelor's degree or equivalent experience.
• Proficient in Word, Excel, PowerPoint and QA tools.
• Excellent communication skills, verbal and written.
• Detail-oriented with strong multi-tasking ability.
• Analytical and consulting skills; decision making.
• On-call support and flexible schedule availability.
• SME in at least one major line of business; SME in multiple accounts preferred.
• Knowledge of Six Sigma and Boolean Logic.
• Ability to develop and motivate teams (certifications preferred).

Responsibilities

• Communicate CX trends and performance to clients and internal teams.
• Evaluate and analyze calls using Speech Analytics to identify trends.
• Facilitate calibration sessions and RCA of escalations.
• Perform other duties as needed.
• Develop search-based categories with Boolean/Proximity Operators.
• Research customer language across multiple accounts.
• Innovate quality strategies and advocate customer behavior improvements.
• Document build stages in the process.
• Present category and score language, statistics, and development steps.

Skills

Customer experience standards

Quality management

Analytical skills

On-call support

Calibration sessions

SME leadership

Six Sigma knowledge

Team motivation

Critical thinking

Education

Bachelor's degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

SharePoint

Formstack

CSI/VLauncher

Zero Variance

Hyper Quality

TPG

Job description

Supervisor, Quality Assurance

Full Location: Bengaluru - IN

The Supervisor, Quality Assurance is responsible in communicating Customer Experience trends and updates to internal and external customers.

This position is cross skilled in 3 or more accounts and has expert analytical skills and provides advanced insights also a mentor to CX Analysts. The Role is an Expert Speech Analytics Search Builder and also conducts internal and external calibration, RCA sessions and doing audit the auditor and reviewing data set and deep dive analysis

We expect greater of ourselves... Whats Your Greater? Come find it at ResultsCX!

In this role you will:

• Communicate with internal and external clients regarding enterprise, site, team, and agent performance
• Evaluate, document, and analyze calls through Call Miner to identify employee performance, call center trends, and customer satisfaction levels
• Facilitate calibration/listening sessions, RCA of client and customer escalations
• Perform other duties, functions, and tasks that are incidental and inherent to the job.
• Develop search-based categories utilizing customer and associate language in tangent with Boolean and Proximity Operators
• Research and understand customer and associate language from multiple accounts
• Innovate strategies and solutions for quality, verification's, and customer advocacy group behaviors
• Properly document the different stages in the build process
• Present and define Category and Score event language, statistics, and the process of development

To join our team, you need:

• Expertise on Customer Experience Standards- clients and internal customers
• Two or more years of successful, progressively responsible experience in quality/performance management (experience leading teams as a Team Leader/Quality Lead is highly desired)
• 6 months of experience with Speech Analytics
• A Bachelors/College degree or equivalent experience
• Expert computer and software skills; proficient in Microsoft Office: Word, Excel and
• PowerPoint; and other QA tools: SharePoint, Formstack, CSI/VLauncher, Zero Variance, Hyper Quality, and TPG
• Excellent communication skills, both verbal and written
• Strong attention to detail, and exceptional organization skills and ability to multi-task in a dynamic, fast paced environment
• Strong analytical and consulting skills (e.g., critical thinking, problem solving, decision making, and influencing )
• Ability to provide on-call support, and work a flexible schedule
• Strong background in calibration sessions (internal and with Client). Ensures that Client CX and customer satisfaction goals are met or addressed
• Subject Matter Expert (SME) in at least one major line of business. SME status in multiple accounts is highly desired
• Knowledge of common analytics practices is a plus - Six Sigma, Boolean Logic, etc
• Ability to develop and motivate teams (preferred Ready Coach/MTB5/Tiger Team certification)

Why join ResultCX:

• Competitive salary package
• Transport facility for night shifts
• Comprehensive training and development opportunities
• Health insurance and other employee benefits
• Collaborative and supportive work environment

About ResultsCX:

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

Note:

Only candidates with experience in UK Banking or US Healthcare Voice Processes, along with Quality Assurance and Team Handling experience, are eligible to apply.

Candidates must be comfortable working in US or UK shifts. This is an on-site opportunity, and candidates will be required to arrange their own transportation to and from the office.