Posted 5 days ago
Description
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Roles & Responsibilities
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
Core Competencies
Minimum level of proficiency: N – Novice, I – Intermediate, A – Advanced, S - Strategic
Core Competency
Proficiency
Drive for Results
I
Communication
I
Resourcefulness
I
Building Relationships
I
Developing People
I
Culture Building
I
Technical Competencies
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 Power point
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
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
