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Quality Assurance Supervisor

Quality Assurance Supervisor

Department 
Quality Assurance - Nc
Job Locations 
US-NC-Charlotte
Employment Type 
Regular Full-Time
Position Schedule 
..

More information about this job

Position Summary

This role provides oversight, management, and leadership of QA monitoring and site level quality performance to ensure adherence to departmental procedures, standards, and policies.  The ideal candidate will provide insight and trending data to departmental managers and leadership to drive operational excellence. 

Essential Job Functions & Responsibilities

  • Provides oversight, management, and leadership of QA monitoring and site level quality performance to ensure adherence to departmental procedures, standards, and policies
  • Give insight to management and leadership team on training and quality trends, challenges, and recommendations to drive operational excellence
  • Analyzes inbound contact center data, internal tracking systems, and employee feedback to isolate quality deficiencies in a complete, accurate and timely manner.
  • Partners with Quality Analyst to provide weekly, monthly, and quarterly audit and trending reports to site wide departments based on assigned schedule.
  • Problem solves and makes recommendations to improve quality related processes
  • Assists in the identification and assessment of training needs within the quality department.
  • Assist in the development and maintenance of all quality audit forms and guidelines
  • Report and track quality monitoring system outages and tickets 
  • Coach and develop quality evaluators.
  • Facilitate internal and external calibration sessions with departmental team members.
  • Assist in the organization, and facilitation of internal and external calibration sessions.
  • Interacts with other departments to ensure quality material, procedures and processes are up-to-date.
  • Handles special projects as directed by management.

Required Qualifications

  • Associate and/or Bachelor degree in health or business administration or equivalent work experience
  • Two to five  years of customer service/call center experience
  • Prior experience in analyzing and interpreting data and recommending solutions.
  • Facilitation and coaching experience
  • Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision.
  • Strong organizational skills.
  • Proficient in Microsoft Office software
  • Highly motivated with a strong work ethic and attention to detail.
  • Good interpersonal skills
  • Strong oral and written business communication skills