Quality Supervisor - customer careContinuum Global Solutions

This position directs a team of Quality Assurance Analysts who are responsible for all aspects of quality within the chat/call contact center. The Supervisor of Quality Assurance is responsible for ensuring the overall quality for the team is met as defined by clients' KPIs. The incumbent will assist in recruiting and onboarding new hires, identify and implement process improvements. The incumbent will also work with clients to understand the quality needs and ensure the team maintains quality requirements.
ESSENTIAL FUNCTIONS
-Performs call/chat reviews on agents, QA Audits and validate escalations
-Manages daily operations of Quality Team to ensure service delivery is met.
-Updates and maintains Quality Reports for Operations use.
-Performs reporting and analysis of Findings on the Quality Audits.
-Reviews current processes and documents in relation to Quality Assurance which includes
-maintenance and updates when needed.
-Meets with Operations regularly - for Outlier activities, audits, calibrations, skill builders, business review.
-Coordinate Operations Chat Calibrations with SPC Partners
-Create and update Training Bay activities for the first two (2) weeks of the Nesting period.
-Assists in the delivery of the Training Bay activities with the assigned Quality Analyst
-Coordinates with Recruitment Team for On Going Mock Chat Assessment.
-Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
-Maintains adherence in attendance and punctuality.
-provide knowledge and exposure to fundamental, theories, principles, and concepts.
-Contributes to departmental business plans and priorities by applying company policies and procedures to resolve a variety issues.
REQUIRED EDUCATION AND EXPERIENCE
-Associate Degree or equivalent combination of education and experience required.
-Minimum 3 years quality experience in a call center environment.
-Previous experience using quality monitoring systems required.
-Proven ability to coach, train, motivate employees and evaluate their performance.
-Intermediate to advance knowledge in MS Office and GSuite, Google sheets, Excel and PowerPoint are a must.
-Excellent communication skills, verbal and written.
-Excellent problem solving, leadership, and customer service skills.
-Analytical, efficient and resilient to remain calm in a fast-paced client driven environment.
-Willingness to work onsite and remotely.
COMPETENCIES
-Supervisory/leadership experience
-Emotional Intelligence,
-Interviewing skills,
-Strong Problem-Solving skills
-Effective communication skills-written and oral
-Confidentiality
-Effective Time Management skills
SUPERVISORY RESPONSIBILITY
Yes
WORK ENVIRONMENT
This position is always performed indoor and may require flexibility to work at home and onsite. Onsite work is performed in a professional call center office with a few feet space separating co-workers. While work at home requires a private space free from background noise or distractions. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee frequently is required to sit in front of two computer screens up to 4 hour periods continuously for training or supervision by actively listening to agent calls. This job may require the use standard office equipment including computer, copier, phone and may require standing; walking; use hands and finger, handle or feel; and reach with hands and arms.
POSITION TYPE/EXPECTED HOURS OF WORK
This is a (full-time position that requires flexibility to work a minimum of 40 hours weekly, any 5 days of the week including extended hours on the weekend and public holidays.
TRAVEL
May require at least 25% travel locally or internationally based on the business need.
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
About Continuum Global Solutions, LLC
Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at
continuumgbl.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.