KPWA QA Supervisor (external)

VXI Global Solutions • Austin, TX

3d

About The Position

The QA Supervisor supports quality assurance operations by handling executive complaints, facilitating quality calibration, coaching Quality Analysts, communicating quality updates, and producing reports. The role may also assist operational needs by taking calls and supports training through quality talks and call-listening sessions.

Requirements

• Coaching and mentoring skills.
• Team management skills.
• Mastery of call-handling skills gained through phone time.
• Strong customer service orientation.
• Excellent documentation skills, preferably with proficiency in MS Word, Excel, and PowerPoint.
• Knowledge of problem-solving techniques and data analysis.
• Excellent oral, written, and interpersonal communication skills.
• Resourcefulness and ability to work under pressure.
• Exceptional analytical and listening skills.
• Attention to detail and a results-oriented approach.

Responsibilities

• Handle executive complaints by investigating them and updating the tracker.
• Facilitate internal and external calibration in the absence of a QA supervisor.
• Provide coaching and feedback to Quality Analysts regarding their performance.
• Attend regular calibration sessions with the client and operations.
• Conduct team meetings to discuss quality updates.
• Send out QA evaluation reports.
• Take calls when needed to assist operational needs.
• Update required reports.
• Cascade quality updates and minutes from client calls according to the defined SLA.
• Conduct QA talks and/or call-listening sessions during new-hire training.
• Review monitors completed by QA specialists by reevaluating their calls.
• Raise timely alert reports for fatal defects.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed