Quality Assurance Supervisor - Operations
Salary undisclosed
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About The Team
The QA Supervisor is responsible for leading and managing the Quality Assurance team to ensure service excellence, compliance with regulatory requirements, and continuous quality improvements. This role involves mentoring and guiding Quality Analysts (QAs), overseeing quality reporting, driving quality enhancement initiatives, and collaborating with key stakeholders to optimize operational performance.
Job Description
The QA Supervisor is responsible for leading and managing the Quality Assurance team to ensure service excellence, compliance with regulatory requirements, and continuous quality improvements. This role involves mentoring and guiding Quality Analysts (QAs), overseeing quality reporting, driving quality enhancement initiatives, and collaborating with key stakeholders to optimize operational performance.
Job Description
- QA Team Management & Leadership
- Lead and manage the QA team, ensuring that quality assessments are conducted accurately and fairly.
- Mentor and develop Quality Analysts, providing continuous feedback and coaching to enhance their skills.
- Monitor team performance, set clear KPIs, and drive accountability for quality targets.
- Develop and implement best practices for QA evaluation and calibration sessions.
- Regulatory & Management Reporting
- Ensure QA processes comply with regulatory requirements and internal policies.
- Prepare and present quality performance reports for senior management, highlighting key trends, risks, and improvement opportunities.
- Work closely with Compliance and Risk teams to address regulatory concerns related to QA processes.
- Identify and mitigate quality-related risks that could impact compliance or service standards.
- Quality Improvement & Process Optimization
- Conduct quality improvement projects to enhance customer experience and operational efficiency.
- Identify gaps in workflows and propose process enhancements to reduce errors and improve service quality.
- Implement data-driven strategies to improve agent performance and reduce QA disputes.
- Stay updated on industry best practices and integrate them into QA processes.
- Stakeholder Collaboration & Quality Enhancements
- Liaise with Operations, Training, Compliance, and Product teams to drive quality improvements.
- Provide insights and recommendations to optimize training programs based on QA findings.
- Serve as a bridge between frontline operations and senior management to align quality expectations.
- Ensure feedback loops are in place for continuous improvement and root cause analysis of recurring quality issues.
- Other Responsibilities
- Support internal and external audit requirements related to quality assurance.
- Oversee QA system configurations and enhancements to improve efficiency.
- Perform additional tasks as required to uphold quality standards and operational effectiveness.
- Bachelor's degree in a related field or equivalent work experience.
- 5+ years of experience in quality assurance or a related field, preferably in call center operations, with at least 1 year in a supervisory or leadership role.
- Strong knowledge of quality assurance principles, practices, and tools.
- Excellent communication and interpersonal skills, with a proven ability to lead and motivate a team.
- Excellent analytical and problem-solving skills, with a demonstrated ability to identify root causes, implement effective corrective actions, interpret QA metrics and operational data.
- Strong people management skills, with a track record of coaching and mentoring team members.
- Experience in managing quality improvement projects is a plus.
About The Team
The QA Supervisor is responsible for leading and managing the Quality Assurance team to ensure service excellence, compliance with regulatory requirements, and continuous quality improvements. This role involves mentoring and guiding Quality Analysts (QAs), overseeing quality reporting, driving quality enhancement initiatives, and collaborating with key stakeholders to optimize operational performance.
Job Description
The QA Supervisor is responsible for leading and managing the Quality Assurance team to ensure service excellence, compliance with regulatory requirements, and continuous quality improvements. This role involves mentoring and guiding Quality Analysts (QAs), overseeing quality reporting, driving quality enhancement initiatives, and collaborating with key stakeholders to optimize operational performance.
Job Description
- QA Team Management & Leadership
- Lead and manage the QA team, ensuring that quality assessments are conducted accurately and fairly.
- Mentor and develop Quality Analysts, providing continuous feedback and coaching to enhance their skills.
- Monitor team performance, set clear KPIs, and drive accountability for quality targets.
- Develop and implement best practices for QA evaluation and calibration sessions.
- Regulatory & Management Reporting
- Ensure QA processes comply with regulatory requirements and internal policies.
- Prepare and present quality performance reports for senior management, highlighting key trends, risks, and improvement opportunities.
- Work closely with Compliance and Risk teams to address regulatory concerns related to QA processes.
- Identify and mitigate quality-related risks that could impact compliance or service standards.
- Quality Improvement & Process Optimization
- Conduct quality improvement projects to enhance customer experience and operational efficiency.
- Identify gaps in workflows and propose process enhancements to reduce errors and improve service quality.
- Implement data-driven strategies to improve agent performance and reduce QA disputes.
- Stay updated on industry best practices and integrate them into QA processes.
- Stakeholder Collaboration & Quality Enhancements
- Liaise with Operations, Training, Compliance, and Product teams to drive quality improvements.
- Provide insights and recommendations to optimize training programs based on QA findings.
- Serve as a bridge between frontline operations and senior management to align quality expectations.
- Ensure feedback loops are in place for continuous improvement and root cause analysis of recurring quality issues.
- Other Responsibilities
- Support internal and external audit requirements related to quality assurance.
- Oversee QA system configurations and enhancements to improve efficiency.
- Perform additional tasks as required to uphold quality standards and operational effectiveness.
- Bachelor's degree in a related field or equivalent work experience.
- 5+ years of experience in quality assurance or a related field, preferably in call center operations, with at least 1 year in a supervisory or leadership role.
- Strong knowledge of quality assurance principles, practices, and tools.
- Excellent communication and interpersonal skills, with a proven ability to lead and motivate a team.
- Excellent analytical and problem-solving skills, with a demonstrated ability to identify root causes, implement effective corrective actions, interpret QA metrics and operational data.
- Strong people management skills, with a track record of coaching and mentoring team members.
- Experience in managing quality improvement projects is a plus.