KPWA QA Supervisor (external)

VXI Global Solutions • Austin, TX

4d

About The Position

The Quality Supervisor supports quality operations by handling executive complaints, facilitating internal and external calibrations when needed, and coaching Quality Analysts on performance. The role participates in regular client and operations calibrations, leads team meetings on quality updates, distributes QA evaluation reports, and maintains required reports. The supervisor also shares client-call updates and minutes within the defined SLA, conducts QA talks or call-listening sessions during new-hire training, reevaluates calls monitored by QA specialists, and raises timely alerts for fatal defects. The role may take calls to support operational needs.

Requirements

• Coaching and mentoring skills.
• Team management skills.
• Mastery of call-handling skills gained through phone time.
• Strong customer service orientation.
• Excellent documentation skills.
• 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.

Nice To Haves

• Proficiency in working with MS Word, Excel, and PowerPoint is preferred.

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 monitoring 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