Quality Supervisor

Overview

The purpose of this position is to supervise all Quality Assurance, Administrators who support a program or a site and/or Supervisors, Customer Experience Quality by ensuring the accuracy of evaluations, analysis and overall performance of the Customer Interaction Quality Team and their development. The QA Supervisor proactively identifies account level performance related opportunities by KPI up to and including customer experience drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by client program.

Responsibilities

• Responsible for selecting, training, developing, and managing performance of direct reports; providing prompt and objective coaching and counseling.
• Administer IBEX policies and procedures to assure consistency.
• Support the Mission and Core Values of IBEX Global Solutions and act as a role model for these values to all employees with The Company.
• Coordinate, plan, and assign work for staff in accordance with available resources and business demands.
• Review key drivers, metrics and operational processes (including Training) that drive Balanced Scorecard and account profitability goals
• Complete daily, weekly and quarterly reporting for each supported account.
• Maintain accurate measurement and reporting of all assigned quality metrics to establish accurate statistical baselines and to assist in on-going analysis of accounts.
• Manage overtime and PTO usage of direct reports.
• Track performance of new hire metrics to provide feedback to the site(s) on areas of opportunity.
• Contributes to continuous improvement through on-going collection and analysis of data and information regarding customer requirements and process.
• Proactively identify performance-related opportunities by KPI up to and including customer experience drives, sales conversion influences, customer satisfaction levers, agent learning opportunities and knowledge management improvement areas by client program to achieve departmental effectiveness and quality standards.

Qualifications

• Bachelor’s Degree in Business or related field.
• 4+ years’ experience in quality assessment or internal auditing.
• 2+ year’s previous management experience.
• BPO experience preferred.