Document Quality Center Supervisor

BDO USA • Phoenix, AZ

2d • $75,000 - $85,000

About The Position

The Document Quality Center Supervisor will be responsible for supervising the
day-to-day workload of Document Quality Center team members, disseminating,
maintaining, and tracking the flow of incoming administrative requests. The
Document Quality Center Supervisor will work primarily in our ticketing system.

Requirements

• High school diploma or equivalent, required
• Two (2) or more years of experience in a supervisory role, required
• Three (3) or more years of experience as a word processor and/or proofreader, required
• Advanced MS Office Suite experience, required
• Scheduling and ticketing software experience, required; ServiceNow experience, preferred
• Typing 50 WPM
• Business terminology/acumen
• Ability to work in a deadline driven environment and handle multiple projects/tasks with an attention to detail
• Ability to successfully multi-task while working in coordination with other professionals
• Able to understand and maintain the confidentiality of all information
• Able to relate with diverse personalities in a tactful and mature manner
• Ability to respond tactfully and professionally in high demand situations
• Capacity to take ownership of work and complete tasks in a timely manner
• Ability to prioritize and meet both client and departmental demands with minimal supervision
• Capable of following procedures and communicating issues and status to multiple managers
• Ability to efficiently process data using strong technology skills

Nice To Haves

• Associate degree, preferred
• Scheduling and professional services experience, preferred
• ServiceNow experience, preferred

Responsibilities

• Monitors, records, organizes, coordinates incoming document requests in the ticketing system and team inbox
• Reviews assignments to ensure tickets are completed in a timely manner, addresses issues, and provides feedback to the Manager(s) and RISE utilization when applicable
• Assists as needed to review/proof work of others, process, revise, format documents
• Prints and assembles digital documentation in accordance with BDO standards
• Complies with all Firm policies, standards, and client procedures
• Maintains reporting to identify key measurement factors to effectively allow for planning of current and future staffing needs
• Supports and maintains strong working relationships with Document Quality Center leadership to drive operational excellence and improve user satisfaction
• Interacts with internal clients to obtain necessary information, documents, and data to complete assigned tasks
• Supports the development and maintenance of team shared workspaces, including training materials, process documentation, key contacts, links, and common responses
• Defines and leads continuous performance improvement initiatives (service, quality & efficiency)
• Makes in-person visits to local home office to foster relationships with administrative peers and professional stakeholders
• Gathers insights into end-user experiences, identifying friction points, and exploring opportunities to enhance our Document Quality Center services
• Communicates and collaborates effectively with various stakeholders to drive improvements and ensure alignment with organizational goals
• Assists with training team members on all relevant reporting, software, resources, and processes
• Provides performance feedback, as appropriate, to team members and Managers
• May provide supervisory support to an assigned centralized administrative support ticket(s)
• Other duties as required

Benefits

• BDO Total Rewards that encompass so much more than traditional “benefits.”

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED