Quality Assurance Supervisor

At Percepta, we bring first-class service across each market we support. As a Quality Assurance Supervisor, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing 
The Quality Assurance (QA) Supervisor is responsible for the day-to-day performance of a team of Quality Assurance Specialists (QAS), exceeding client requirements through continuous improvement and the Quality Assurance function.As well as, partnership with Operations, Training, and other functional groups to support the business.

During a Typical Day, You’ll

Overview:

·Manage the QA function locally as well as the potential for remote supervision of programs and people, including the implementation and ongoing oversight of all quality processes

·Responsible for the effective utilization of the quality monitoring system including scheduling of evaluations, administrative functions, updates, and issue escalation

·Facilitate and coordinate QA Certification for all new evaluators (including, but not limited to, new QAS, Team Leads, and Trainers)

·Facilitate calibration sessions and meetings with Training, Operations, and Client

·Participate in internal and external reviews of data analytics output

·Assist in presenting data analysis output to internal and external clients

·Responsible for communicating QA results and reporting to all levels of management, including the identification of trends and action items to meet client and customer needs

·Perform other duties that may be assigned from time to time

QAS Development:

·Develop and monitor performance standards and measurements of QAS using the scorecard process and other defined performance management processes/reports

·Conduct monthly audits on QAS performance in the areas of evaluation skill and policy compliance. Monthly audits include the review of a QAS’s approved agent evaluation and observing a coaching session, if applicable to QAS role

·Provide positive recognition and opportunities for improvement as appropriate, meeting with all QAS individually a minimum of once per week

·Work with each QAS to create individual development plans.Recommend and encourage self-improvement/developmental activities.Discuss career-pathing

·Partner with the QA manager and HR to administer corrective action when needed to ensure compliance with company, site, and departmental policies and procedures

·Prepare and deliver yearly performance reviews, including the recommendation of merit increases

Performance Management:

·Partner with QA Manager, Training, and Operations to analyze and develop improvement opportunities and action plans driving quality KPI

·Partner with QA Manager in developing and implementing process improvements/tools to enhance customer satisfaction and internal quality results

·Partner with QA Manager in meeting facilitation. Meetings include, but are not limited to, the following:

oClosed Loop Meetings

oQBR

oQA team meetings

oMeetings between Quality Assurance/Training/Operations

·Increase operational effectiveness and efficiency by leveraging QAS resources

·Share best practices to reduce duplicated efforts and ensure alignment across departments

·Track and analyze results of QA evaluations for continuous improvement opportunities

·Complete in-depth analysis of quality performance on agent, team, and program levels

·Partner with QA Manager to develop, revise, and cascade quality monitoring forms and guidelines

·Facilitate pilot groups for major refinements of current guidelines and/or for new program implementation

·Research and resolve appeals of QA evaluations, making sure to provide resulting feedback to QAS and Team Leader

·Validate and track mistreats, providing coaching feedback to Team Leaders

·Maintain standardization between multiple projects and sites globally within the organization

What You Bring to the Role 

Education

·High School Diploma or equivalent required; Associate degree preferred

Experience

·Minimum of three years of Quality Assurance experience in a contact center

·Minimum of two years of supervisory experience required

·Training in process improvement or Six Sigma methodology preferred

·Understanding of best practices relevant to creating a positive and customer-centric work environment within a contact center

Skills

·Possess a sound understanding of positive coaching techniques

·Excellent time management skills

·Excellent oral, written, and interpersonal communication skills

·Excellent problem-solving skills

·High degree of initiative and creativity

·Extensive knowledge and execution with Microsoft applications (Windows, Outlook Word, Excel and PowerPoint)

·Strong project management skills

·Able to work a flexible schedule to include extended evening and weekend hours as needed on a limited basis

Other

·Ability to support a positive work environment through one’s own work and attitude

·Proven ability to perform in a fast-paced environment

·Participate in additional projects and assignments as requested

What You Can Expect 

·Health/Dental/Vision/Life Insurance

·Flexible Spending Account (FSA) and Health Savings Account (HSA)

·401(k) with company match

·Vacation/Sick Time and Paid Holidays

·Tuition Reimbursement

·Employee Assistance Program

·Employee Discount Program

·Training and Development Programs (Percepta College)

·Employee Rewards Program (Perci Perks)

About Percepta 
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday. As a Percepta team member, you can expect:  

Culture of Service – to be treated like you are the customer from day one 

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

CareerGrowth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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