Quality Assurance Supervisor

3 weeks ago

Columbus, Ohio, United States Compass Experience Labs Full time

MEET COMPASS

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn't find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

QUALITY SUPERVISOR

The primary role of a Quality Supervisor is responsible for maintaining a high level of quality while audit compliance and quality performance outcomes are being met by our Quality Analysts (agents) and this is done through weekly coaching sessions with the QA analysts to discuss performance.

Responsibilities:

  • Ensure quality monitoring is done to improve overall quality performance across all brands supported by the team.
  • Performs regular team meetings and 1:1 session with their respective team members.
  • Help provide accurate QA reporting, by agent and team, that includes QA % and other quality goals.
  • Liaise with Team Leads with targeting QA improvement (Identifying opportunities and providing actions)
  • Create analysis on the scrubbed DSAT tickets and Quality Deep Dive
  • Collaborate with the QA Manager on how Compass can improve its contact center processes – internally and with the client.
  • Collaborate with the QA Manager on ways to identify high performing agent characteristics and ultimately reduce employee attrition.
  • Dependent upon associate experience level: Work collaboratively with the client HQ team on "QA Calibrations" to ensure we're evaluating quality performance in alignment with the brand.
  • Other duties as assigned by management.

Requirements and Characteristics:

  • Ability to communicate clearly with a balanced perspective
  • Knows how to conduct Root Cause Analysis (RCA)
  • Ability to impose Self-Direction
  • The ability to lead difficult conversations around performance improvement and corrective action
  • Excellent time manager, with a coaching plan that's executed consistently
  • Supportive, empathetic, listener, nurturer

Availability:

  • Full Time position
  • Weekdays, Weekends, and Nights
  • Office is located in Columbus, Ohio (we are currently working remotely)
  • Applicants must have strong internet connection to support systems

Qualifications and Physical Requirements with or without reasonable accommodation:

  • High school diploma or equivalent with at least 2 years relevant experience in the BPO industry
  • Ability to see, talk and hear in order to communicate with others to exchange information verbally and in writing
  • Ability to operate a computer/laptop and a headset
  • Ability to perform all duties of the job while sitting and/or standing for prolonged periods of time (i.e. for the duration of an 8 hr shift)

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