QA Supervisor - Quality & Training Leader

OfficePartners, 360 Inc.

5 days ago

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Performs random quality monitoring to gauge quality performance and overall understanding of customer experience
Closely monitors the call quality and communication skills of the production employee and determines the need for special communication or soft-skills training
Reviews the effectiveness of training and determine the need for any additional refresher or supplemental training for the associates
Provides immediate and constructive feedback observed from quality performance indicators
Liaises with the Process Heads / Client to Identify Opportunity Areas & Prepare and Implement Improvements
Work closely with TLs on their associates' performance in terms of quality
Controls and reduces defects via planning and conducting transactional audits and evaluations and resolve disputes, if any
Performs and/or facilitates QA certification to newly hired QAs as part of the Quality On-boarding
Planning, implementation, and execution of quality-related trainings
Ensures different monitoring techniques such as recorded call monitoring, live monitoring and side barging, are in place to further drive and improve quality performance

Key responsibilities

Performs random quality monitoring to gauge quality performance and overall understanding of customer experience
Closely monitors the call quality and communication skills of the production employee and determines the need for special communication or soft-skills training
Reviews the effectiveness of training and determine the need for any additional refresher or supplemental training for the associates
Provides immediate and constructive feedback observed from quality performance indicators
Liaises with the Process Heads / Client to Identify Opportunity Areas & Prepare and Implement Improvements
Work closely with TLs on their associates' performance in terms of quality
Controls and reduces defects via planning and conducting transactional audits and evaluations and resolve disputes, if any
Performs and/or facilitates QA certification to newly hired QAs as part of the Quality On-boarding
Planning, implementation, and execution of quality-related trainings
Ensures different monitoring techniques such as recorded call monitoring, live monitoring and side barging, are in place to further drive and improve quality performance