Deskripsi Pekerjaan
Are you a detail-oriented professional with a keen eye for excellence? Sutherland is currently seeking an analytical and attentive individual to join our growing team as a Quality Supervisor for the Shaw account. In this key leadership role, you will be responsible for ensuring that our customer service operations meet the highest standards of quality and efficiency.
As a Quality Supervisor, you will play a vital role in shaping the customer experience by identifying trends, coaching team members, and implementing robust quality assurance processes. If you have a passion for data analysis and a drive to improve performance, we want to hear from you.
Tanggung Jawab
- Oversee the daily quality assurance (QA) program and ensure all audits are conducted accurately and consistently.
- Monitor call recordings and customer interactions to evaluate adherence to scripts and company policies.
- Train, mentor, and coach Quality Assurance Analysts and Customer Service Representatives on best practices.
- Identify root causes of quality issues and develop corrective action plans to prevent recurrence.
- Prepare and present detailed performance reports, metrics, and trend analysis to management.
- Conduct calibration sessions to ensure scoring consistency across the team.
- Collaborate with the Operations Manager to implement process improvements that enhance the customer journey.
Kualifikasi
- Minimum of 2-3 years of experience in a Quality Assurance or Call Center supervisory role.
- Strong analytical skills with the ability to interpret data and draw actionable insights.
- Excellent verbal and written communication skills in English.
- Proven ability to lead, motivate, and develop a high-performing team.
- Proficiency in CRM software and Microsoft Office Suite.
- Relevant Bachelor’s degree or equivalent work experience.