Supervisor - Quality Assurance

Job Summary

The Quality Assurance Supervisor is responsible for supporting day to day quality assurance operations to ensure established KPIs and SLAs are consistently met. This role partners cross departmentally to oversee and support recheck investigations, ensuring work is completed accurately, efficiently, and in alignment with client expectations. This position plays a key role in identifying trends, escalating quality concerns, and driving continuous improvement across teams. This position requires strong attention to detail, sound judgment, and the ability to collaborate effectively with internal stakeholders.

Duties And Responsibilities

• Support the Senior Manager of Quality and Director in overseeing recheck workload management and related quality processes
• Ensure recheck investigations are completed accurately, timely, and in alignment with client expectations and internal standards
• Serve as a point of escalation for client and internal quality related questions, including:
• Quality Action Plans
• Quality Account Reviews
• Quarterly Business Reviews
• Client escalations
• Identify opportunities to improve workflows, increase efficiency, and drive continuous process improvements
• Assist with onboarding and training of new team members, ensuring understanding of quality standards and procedures
• Manage and maintain ZenDesk queues to ensure timely intake, tracking, and resolution of quality related requests
• Create, update, and maintain departmental documentation, standard operating procedures, and training materials
• Monitor team performance to ensure individual and team goals, KPIs, and quality expectations are being met
• Provide ongoing guidance, feedback, and support to quality assurance team members
  
  

Please note that this job description is meant to give a basic understanding of the position and does not cover every part of the job duties and requirements. InformData reserves the right to change or assign other duties to this position at any time.

Qualifications

Job Qualifications

• Demonstrated basic leadership skills with the ability to guide, support, and influence others
• Proficient in standard computer software, including Microsoft Word, Excel, Outlook, and PowerPoint
• Ability to work effectively in a team-oriented environment while making sound, day-to-day decisions
• Strong written, verbal, and presentation communication skills
• Ability to work flexible hours, including days, evenings, and weekends when required
• Willingness to travel occasionally, sometimes with short notice
• Self-directed, motivated, and confident in decision-making and execution
• Excellent multitasking, time management, and attention to detail skills
• Maintain proficiency in background screening processes.
• Gain operational understanding of all InformData processes.
• Aid in ensuring the following accuracy ratings are maintained
• Accuracy/DPMO
• Productivity
  

Recheck Turnaround Time (TAT

For Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

InformData is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.