Percepta
Quality Assurance Supervisor
At a glance
Location: US-TX-Houston Map
Posted: 02/29/2020
Closing: 03/28/2020
Degree: High School
Type: Full-Time
Experience: At least 3 year(s)
Percepta
Job description
Expect more than a job!

Our values are the heartbeat of our organization and we live, breath and play by them every day. Join our team as a Quality Assurance Supervisor and experience the satisfaction of being part of a unique culture. As a Percepta team member, you can expect  

  • Culture of Service - to be treated like you are the customer from day one 
  • Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges value in your contributions
  • Respect – a team that is accountable, dependable and gives you their full attention
  • Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others and the organization
  • Career growth and lots of learning opportunities for aspiring minds
  • Diversity - be a part of our growing diverse and community-minded organization that is all about having fun
  • Competitive compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs include incentives and promote physical, mental, and financial wellness. 

Summary

The Quality Assurance (QA) Supervisor is responsible for the day-to-day performance of a team of Quality Assurance Specialists (QAS), exceeding client requirements through continuous improvement and the Quality Assurance function.  As well as, partnership with Operations, Training, and other functional groups to support the business.

Responsibilities

Overview:

  • Manage the QA function locally as well as potential for remote supervision of programs and people, including the implementation and ongoing oversight of all quality processes

  • Responsible for the effective utilization of the quality monitoring system including scheduling of evaluations, administrative functions, updates and issue escalation

  • Facilitate and coordinate QA Certification for all new evaluators (including, but not limited to, new QAS, Team Leads, and Trainers)

  • Facilitate calibration sessions and meetings with Training, Operations, and Client

  • Participate in internal and external reviews of data analytics output

  • Assist in presenting data analysis output to internal and external clients

  • Responsible for communicating QA results and reporting to all level of management, including the identification of trends and action items to meet client and customer needs

  • Perform other duties that may be assigned from time to time

QAS Development:

  • Develop and monitor performance standards and measurements of QAS using the scorecard process and other defined performance management processes/reports

  • Conduct monthly audits on QAS performance in the areas of evaluation skill and policy compliance. Monthly audits include the review of a QAS’s approved agent evaluation and observing a coaching session, if applicable to QAS role

  • Provide positive recognition and opportunities for improvement as appropriate, meeting with all QAS individually a minimum of once per week

  • Work with each QAS to create individual development plans.  Recommend and encourage self-improvement/developmental activities.  Discuss career-pathing

  • Partner with the QA manager and HR to administer corrective action when needed to ensure compliance with company, site and departmental policies and procedures

  • Prepare and deliver yearly performance reviews, including the recommendation of merit increases

 Performance Management:

  • Partner with QA Manager, Training, and Operations to analyze and develop improvement opportunities and action plans driving quality KPI

  • Partner with QA Manager in developing and implementing process improvements/tools to enhance customer satisfaction and internal quality results

  • Partner with QA Manager in meeting facilitation. Meetings include, but are not limited to, the following:

    • Closed Loop Meetings

    • QBR

    • QA team meetings

    • Meetings between Quality Assurance/Training/Operations

  • Increase operational effectiveness and efficiency by leveraging QAS resources

  • Share best practices to reduce duplicated efforts and ensure alignment across departments

  • Track and analyze results of QA evaluations for continuous improvement opportunities

  • Complete in-depth analysis of quality performance on agent, team, and program levels

  • Partner with QA Manager to develop, revise and cascade quality monitoring forms and guidelines

  • Facilitate pilot groups for major refinements of current guidelines and/or for new program implementation

  • Research and resolve appeals of QA evaluations, making sure to provide resulting feedback to QAS and Team Leader

  • Validate and track mistreats, providing coaching feedback to Team Leaders

  • Maintain standardization between multiple projects and sites globally within organization

Education  

  • High School Diploma or equivalent required; Associate degree preferred

Experience 

  • Minimum of three years of Quality Assurance experience in a contact center
  • Minimum of two years of supervisory experience required
  • Training in process improvement or Six Sigma methodology preferred
  • Understanding of best practices relevant to creating a positive and customer centric work environment within a contact center

Skills 

  • Possess a sound understanding of positive coaching techniques
  • Excellent time management skills
  • Excellent oral, written and interpersonal communication skills
  • Excellent problem-solving skills
  • High degree of initiative and creativity
  • Extensive knowledge and execution with Microsoft applications (Windows, Outlook Word, Excel and PowerPoint)
  • Strong project management skills
  • Able to work a flexible schedule to include extended evening and weekend hours as needed on a limited basis

Other 

  • Ability to support a positive work environment through one’s own work and attitude
  • Proven ability to perform in a fast-paced environment
  • Participate in additional projects and assignments as requested

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.

Quality Assurance Supervisor