[Hiring] KPWA QA Supervisor @VXI Global Solutions

Role Description

Quality Supervisor

• Handle executive complaints (investigating and updating tracker)
• Facilitates internal and external calibration in the absence of a QA supervisor
• Provides coaching and feedback to Quality Analysts regarding their performance
• Attends regular calibration with client and operations
• Conducts team meeting to discuss quality updates
• Sends out QA evaluation report
• Take calls if there is a need to assist operational needs
• Updates required reports
• Cascades Quality updates and minutes from client calls as per defined SLA
• Conducts QA talk and/or Call listening sessions during New hire training
• Reviews monitors done by QA specialist by reevaluating their calls
• Raise timely alert report for fatal defects

Qualifications

• Drive for Results - Intermediate
• Communication - Intermediate
• Resourcefulness - Intermediate
• Building Relationships - Intermediate
• Developing People - Intermediate
• Culture Building - Intermediate

Requirements

• Coaching and mentoring skills
• Team management skills
• Should have gained mastery of call handling skills through phone time
• Strong customer service orientation
• Excellent documentation skills: preferably proficient in working with MS Word, Excel and PowerPoint
• Knowledge in problem solving techniques and data analysis
• Excellent oral, written and interpersonal communication skills
• Resourceful and can work under pressure
• Exceptional analytical and listening skills
• Attentive to details and is results-oriented

Benefits

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!