Quality Assurance Supervisor

Essential Functions/Core Responsibilities

Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements

Maintain accurate metrics of direct reports individual performance as well as overall team level performance

Manage resources across the assigned portfolio (personnel schedules, varying account needs)

Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans

Develop strong working relationships with key Business stakeholders, internal and external

Oversee audits of key support processes within each account and recommends changes

Administration of applicable certification and training processes up to and including internal and client requirements

Ensure consistent application of the quality process/system across assigned portfolio

Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate

Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners). Conducts analysis on quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans

Candidate Profile

Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred

Strong communication skills, both written and verbal

Proficient in Microsoft Office

Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables

Ability to mentor, coach and provide direction to a team of employees

Self-starter, sense of urgency, and works well under pressure

Ability to foster a sense of professionalism and relationship building for self and team

Career Framework Role

Receives assignments in tasks-oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically, does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.