The Quality Assurance Supervisor is a key member of the Training & Quality Assurance department, with a focus
on quality, adherence and customer satisfaction. The QA supervisor is responsible for the day to day supervision
and coaching of the QA team, monitoring and evaluating all orders for the contact center to ensure consistency
across business units and a continually improved customer experience. The QA Supervisor is also responsible
for managing, understanding and integrating the data accumulated through audits in order to identify critical
trends and make relevant, timely recommendations to the Contact Center Manager, It is critical that the QA
Supervisor builds and maintains effective relationships and develops a deep understanding of the business
objectives and needs.

RESPONSIBILITIES

? Daily supervision, coaching, motivation and coordination of a team of QA Reporting Coaches to
assure reporting requirements and performance metrics are met
? Develop internal control systems to determine if processes/systems/applications are producing
accurate data in accordance with company policies and procedures; proactively assess any
potential risks with QA leadership
? Organize, plan and supervise all aspects of complex and routine reports; Review and approve the
team's report findings, audit report plans, analysis and trending for communication to QA
leadership with recommendations that have a direct business benefit
? Perform business analysis of issues identified by Coaches, including identifying root cause(s) and
identifying value-added opportunities for improvement in a timely manner
? Prepare ongoing project work plans and audit approaches that describes in detail the nature,
timing, and extent of internal audit and reporting procedures for an audit or report project
? Work with Training/QA leadership to define information necessary for internal QA Reporting
Coaches staff to conduct required reports
? Oversee QA Reporting Coaches use and development of applications in word processing,
spreadsheet, and database software regarding trends in variances of established
policies/processes
? Develop and maintain effective working relationships with call center business units (Team
Coaches, Supervisors, Mentors) and across other functional groups
? Processing the Customer Service Report (CSR). Data must be evaluated and input into charts
weekly by a designated deadline

QUALIFICATIONS

Education: Associates degree preferred or equivalent experience

Experience:
? Minimum of 1 years of reporting, data entry and/or auditing related experience required
? Minimum of 2 years of call center experience required
? Minimum of 1 year of supervisory or lead experience to include managing performance, providing
timely coaching and feedback, and motivating employees required
Knowledge/Skills/Abilities:
? Knowledge of MS Office Suite including advanced knowledge of Excel, Access and Word
? Proficiency using call and/or video monitoring systems
Personal Attributes:
? Ability to develop, coach and mentor others
? Effective verbal and written communication skills
? Ability to manage and measure workloads and motivate others
? Customer focused
? Ability to set priorities and stay focused
? Ability to see big picture and think globally
? Ability to manage process
? Problem solving skills