KPWA QA Supervisor (external)

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Roles & Responsibilities

• Quality Supervisor
• Handle executive complaints (investigating and updating tracker)
• Facilitates internal and external calibration in the absence of a QA supervisor
• Provides coaching and feedback to Quality Analysts regarding their performance
• Attends regular calibration with client and operations
• Conducts team meeting to discuss quality updates
• Sends out QA evaluation report
• Take calls if there is a need to assist operational needs
• Updates required reports
• Cascades Quality updates and minutes from client calls as per defined SLA
• Conducts QA talk and/or Call listening sessions during New hire training
• Reviews monitors done by QA specialist by reevaluating their calls
• Raise timely alert report for fatal defects

Core Competencies Minimum level of proficiency: N – Novice, I – Intermediate, A – Advanced, S - Strategic Core Competency Proficiency Drive for Results I Communication I Resourcefulness I Building Relationships I Developing People I Culture Building I

Technical Competencies

• Coaching and mentoring skills
• Team management skills
• Should have gained mastery of call handling skills through phone time
• Strong customer service orientation
• Excellent documentation skills: preferably proficient in working with MS Word, Excel and Power point
• Knowledge in problem solving techniques and data analysis
• Excellent oral, written and interpersonal communication skills
• Resourceful and can work under pressure
• Exceptional analytical and listening skills
• Attentive to details and is results-oriented

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!