What are the responsibilities and job description for the Quality Analyst Supervisor - Penang position at Teleperformance?
Overview
Job SummaryThe Quality Assurance (QA) Supervisor will be responsible for managing QA staff, ensuring timely and effective implementation of all company’s policies, procedures, and maintaining a system of quality and reliability testing for the products and development processes. Reports directly to QA Manager.
Qualifications
Requirements
- Customer service experience
- Oral and written communication skills
- Analytical thinking and problem solving
- Being detail-oriented and capable of delivering a high level of accuracy
- A desire to see others succeed and willingness to help team members achieve their goals
- Strong organization, critical thinking and follow-up skills
- Ability to Review and Analyse Metrics
- Quick Thinking and Problem-Solving Skills
- Ability to Identify Customer Trends
- Excellent phone skills and ability to control calls
- Poise and composure under pressure
- Interview Skills
Responsibilities
Key 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
- Communicates and trains personnel on new directives, policies, or procedures to QA staff to explain changes, answer questions, and maintain morale
- Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client and Account Management). 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
- Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate
- Perform root cause analysis investigations for customer complaints and quality failures
- Assist QA Manager on special projects and act as liaison in absence of Manager
- Generate Monthly reports and perform Mock Recalls