QA Supervisor-Bacolod  

The Quality Assurance Supervisor will successfully calculate, communicate, and coach efficiency and effectiveness of the Quality Assurance Group. The selected candidate will be charged with the responsibility of ensuring all OPEs are entered , review Avaya reports for Schedule Adherence, and tracking attendance for the Quality Assurance Group. You will be required to identify trends in QAS performance and report the results to the Quality Manager.

The Quality Assurance Supervisor will create agendas and keep minutes to all Quality Assurance meetings, act as a point of contact for the QAC and chair scheduled meetings. You will communicate all opportunities and successes to the Quality Assurance Manager as well as new campaign launches and training requirements. You will maintain quality systems network folders and train all newly hired QAS on processes, systems, and applications. In this role, you will report directly to the Quality Assurance Manager.

• An aptitude to handle change in a fast paced dynamic environment
• An ability to take ownership of timelines and do the appropriate follow-ups
• Excellent organizational, interpersonal and communication skills
• Flexible and positive attitude
• Basic to moderate skill with Microsoft Word and PowerPoint.
• Excellent understanding of QA processes, definition documents and scoring guidelines.
• Analytical Skills that will allow the Client QAA to find relationships in data presented.
• Ability to work with and meet or exceed deadlines.
• Must be satisfactory in all metrics.
• Accuracy in all final products delivered and communications
• Attention to detail
• Strong Leadership Skills

Job Specifications (Qualifications, Skills and Experience)

Educational Background:

• University degree or equivalent higher qualification

Work Experience:

• Have worked in a Quality, Training, or Operations department.
• Have worked with numbers and understand basic mathematics needed for reporting, analysis and differentiation purposes.
• Have a proven and successful track record of effective training in the CRM business or a closely related industry.
• Have experience in monitoring skills and coaching skills related to behaviour specific feedback.

Skills Requirements:

• Manage your time effectively and be focused on setting clear objectives and priorities

Competencies

• Organizational Awareness
• People Leadership
• Customer- Centric
• Goal- Orientation
• Quality Orientation
• Analytical Thinking & Problem Solving
• Integrity
• Expertise Skills
• Adaptability
• Communication
• Generating Vision