Quality Supervisor

Overview of Job Responsibilities

The Quality Assurance Supervisor manages a team of Quality Assurance Analysts/Tech Leads. This position is responsible for managing the day-to-day work of determining the root cause of defects to prevent recurrence of the issues and quality problems. Through its leadership, the Quality Assurance Analyst/Tech Leads uses data collected from monitoring and testing procedures to determine the cause of quality issues.

Essential Responsibilities and Deliverables

• Trains QA Analysts/Tech Leads on proper technique and procedures.


• Schedules auditing and other task assignments to direct reports.


• Reviews daily in process audit paperwork.


• Documents and investigates deviations, and non-conformances.


• Assists in Annual Product Review/Annual Report Compliance.


• Monitors the production processes and ensure consistency of procedures.


• Involvement in decision making to stop production if quality standards are not being met Directly responsible for performance reviews, goal setting and personnel development plans for QA Analysts


• Recruiting, interviewing, and hiring qualified QA Analysts/Tech Lead applicants to fill open positions.


• Addressing complaints and resolving personnel problems within the department

Critical Working Relationships

INTERNAL

Quality Assurance – Day to day supervision of operational competence of all direct reports.

Operations – Coordinates program related Quality Assurance launching to maintain quality scores per agent.          Follow-up on agent adherence to cited deviances from policies and procedures.

Training – Keeps abreast of new policies and calibrates with Training for dissemination to agents.

Workforce – Coordinates for the working schedule of agents and/or any special projects be conducted for research.

EXTERNAL

Client Quality Representatives – Standardizes and ensures dissemination of quality policies/ procedures for compliance of Operations. Keeps abreast of latest parameters for quality audits of agents.

Third Party Vendors – Coordinates with external quality calibrations with the Client and Harte Hanks to ensure the rendering of top notch customer service.

Qualifications, Knowledge, and Skills

• At least have six (6) months experience in team supervision. 


• Knowledge in Quality Assurance Parameters and Metrics is an advantage.


• Exceptional analytical and listening skills.


• Attentive to details and is result oriented.


• Should have gained mastery of call handling skills and a strong customer service orientation.


• Excellent verbal and written English communication skills.


• Excellent documentation skills: preferably proficient in working with Microsoft Word, Excel, and Power point.


• Proven ability to meet deadlines.


• Proven ability to achieve and maintain departmental quality standards


• Professional demeanor, dependable and able to maintain confidential information


• Must be able to effectively communicate with agents, internal departments, clients, customers, and management


• Ability to work independently, prioritize tasks and meet deadlines with minimal supervision 

Measures of Performance 

KPIs

• Productivity (Daily, Weekly Evaluation compliance)


• Employee Satisfaction Rating


• Customer Call/Transaction processing compliance – as required by client SoW


• Rate of Alignment (ATE and Internal/External Calibration sessions)


• Evaluation Accuracy – Dispute rate


• Program KPI focus (Ex. CSAT, AHT, QA, etc.)


• Report/Deliverable Timeliness and Accuracy


• Reliability as defined by Harte Hanks Code of Conduct