Quality Assurance Supervisor

2 weeks ago

Columbus, United States CompassExperienceLabs, LLC 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) 

Powered by JazzHR

  • Quality Assurance Supervisor

    2 weeks ago

    Columbus, United States Hartmann Young Full time

    Our client's Quality Assurance group is actively searching for a driven individual to join their expanding team as a QA Supervisor within the QA Compliance Group. This role focuses on ensuring adherence to regulatory requirements, company policies, and procedures. The chosen candidate will aid in regulatory filings, engage in regulatory/client audits, and...

  • Quality Assurance Supervisor

    2 months ago

    Columbus, United States Andelyn Biosciences Full time

    Overview of Andelyn Biosciences Andelyn Biosciences is a biopharmaceutical Contract Development and Manufacturing Organization (CDMO) focused on advancing novel gene therapies from concept to commercialization. Located in the heart of Columbus, OH, the company has expanded to three buildings with more than 250,000 combined square feet of space.  The...

  • Quality Assurance Supervisor

    1 month ago

    Columbus, Ohio, United States Andelyn Biosciences Full time

    Overview of Andelyn BiosciencesAndelyn Biosciences is a biopharmaceutical Contract Development and Manufacturing Organization (CDMO) focused on advancing novel gene therapies from concept to commercialization. Located in the heart of Columbus, OH, the company has expanded to three buildings with more than 250,000 combined square feet of space. The Andelyn...

  • Quality Assurance Supervisor

    1 month ago

    Columbus, Ohio, United States Compass Experience Labs Full time

    MEET COMPASSWe 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...

  • Quality Assurance Supervisor

    1 month ago

    Columbus, United States CompassExperienceLabs LLC Full time

    Job DescriptionJob DescriptionMEET COMPASSWe 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...

  • Quality Assurance Manager

    4 days ago

    Columbus, United States T. Marzetti Company Full time

    About Us T. Marzetti Company, a wholly owned subsidiary of Lancaster Colony Corporation (NASDAQ: LANC), is a manufacturer and marketer of specialty food products for the retail and foodservice markets. Our retail brands include Marzetti®, New York Bakery™ and Sister Schubert's®, in addition to exclusive license agreements for Olive Garden® dressings,...

  • Quality Supervisor

    4 weeks ago

    Columbus, United States KnowHireMatch Full time

    Major and established brand name company has an opportunity in the Indianapolis area at one of their plants for a Quality Supervisor on the 1st shift and also one for the night shift. There is a very attractive 401K and incentive plan associated with this position. Relocation assistance is also available for this role. Major brand name company is looking to...

  • Quality Assurance Manager

    2 days ago

    Columbus, United States T. Marzetti Company Full time

    About Us T. Marzetti Company, a wholly owned subsidiary of Lancaster Colony Corporation (NASDAQ: LANC), is a manufacturer and marketer of specialty food products for the retail and foodservice markets. Our retail brands include Marzetti®, New York Bakery™ and Sister Schubert's®, in addition to exclusive license agreements for Olive Garden® dressings,...

  • Quality Assurance Manager

    7 days ago

    Columbus, United States T. Marzetti Company Full time

    About Us: T. Marzetti Company, a wholly owned subsidiary of Lancaster Colony Corporation (NASDAQ: LANC), is a manufacturer and marketer of specialty food products for the retail and foodservice markets. Our retail brands include Marzetti, New York Bakery and Sister Schuberts, in addition to exclusive license agreements for Olive Garden dressings, Chick-fil-A...

  • Quality Supervisor

    2 months ago

    Columbus, United States Knowhirematch Full time

    Job DescriptionJob DescriptionMajor and established brand name company has an opportunity in the Indianapolis area at one of their plants for a Quality Supervisor on the 1st shift and also one for the night shift. There is a very attractive 401K and incentive plan associated with this position. Relocation assistance is also available for this role. Major...

  • Quality Assurance Supervisor

    4 days ago

    Columbus, United States T. Marzetti Company Full time

    About Us T. Marzetti Company, a wholly owned subsidiary of Lancaster Colony Corporation (NASDAQ: LANC), is a manufacturer and marketer of specialty food products for the retail and foodservice markets. Our retail brands include Marzetti®, New York Bakery™ and Sister Schubert's®, in addition to exclusive license agreements for Olive Garden® dressings,...

  • Full-Time Quality Assurance Coordinator

    5 days ago

    Columbus, United States Lifecare Alliance Full time

    Job DescriptionJob DescriptionLifeCare AlliancePOSITION TITLE: Quality Assurance Coordinator, Full-time EEO CODE: 06REPORTS TO: Quality Assurance ManagerPOSITION SUMMARY:LifeCare Alliance’s Nutrition Program’s dedication to quality has allowed it to become one of the oldest, largest, and most trusted Meals-on-Wheels providers in the county. The Quality...

  • Research Biologics Quality Assurance Auditor

    6 days ago

    Columbus, United States Nationwide Children's Hospital Full time

    Overview The Quality Assurance (QA) Auditor provides compliance and quality improvement support to the manufacture of phase 1/2a Investigational New Drug, Biologics manufacture and facility operations. This role will work in conjunction with the Quality Assurance Manager to plan, schedule and conduct audits and administrative tasks to support the quality...

  • Construction Quality Assurance Manager

    1 month ago

    Columbus, United States IAP DESIGN-BUILD LLC Full time

    Job DescriptionJob DescriptionPosition Description: IAP Government Services Group is a National Construction Management firm with an immediate opening for a QAQC. IAPs successful project performance is driven by our objective to deliver quality projects that are completed on time and within budget while exceeding the expectations of our clients. The Quality...

  • Senior Specialist, Quality Assurance

    1 month ago

    Columbus, Ohio, United States Forge Biologics Full time

    Summary: We are currently seeking a Senior Specialist, Quality Assurance (Lab Support) to join the Forge Biologics Team. The Quality Assurance Senior Specialist is responsible for ensuring compliance with regulatory requirements and maintaining the highest quality standards. The QA Senior Specialist will support the Quality Assurance team in activities such...

  • Quality Assurance Analyst

    6 hours ago

    Columbus, Ohio, United States codesbright Full time

    Responsibilities Partners with Project Manager and working teams to ensure test cases are completed. Executes test cases in a timely manner and reports any issues or roadblocks in a timely manner. Oversee quality of product including nonfunctional test cases. Creation of test data as needed to execute scenarios. Attends working sessions and scrums as needed...

  • Quality Inspector

    2 weeks ago

    Columbus, United States Stratosphere Quality Full time

    Job DescriptionJob DescriptionOverviewJoin the Stratosphere Quality Team!Stratosphere Quality cultivates a positive organizational work environment, where employees are compelled to perform their best. Our team enjoys rewarding and meaningful work in a wide range of manufacturing work environments. Begin a rewarding career today and envision yourself at work...

  • Senior Quality Assurance Analyst

    7 days ago

    Columbus, United States Nationwide Children's Hospital Full time

    Overview The Senior QA Analysts are responsible for all aspects of QA for the Web Development team. They develop and apply testing processes for new and existing applications. This includes reviewing requirements to create test strategies and plans when necessary. They will also plan and execute regression tests when deemed necessary. This includes...

  • Quality Assurance Manager

    3 weeks ago

    Columbus, United States Hostess Brands Full time

    Join the Hostess Brands Team and help us inspire moments of JOY for our customers, consumers, stakeholders, and each other!Job DescriptionKEY RESPONSIBILITIESAs a leader in the organization, actively champion and role model our site vision which focuses on the safety and well-being of our employees, our products and our equipmentDevelop and lead programs...

  • Quality Assurance Specialist

    2 weeks ago

    Columbus, United States Stellar Professionals Full time

    Job DescriptionJob DescriptionQuality Assurance SpecialistApplicant must have 7 years of experience with the following:Experience testing I.T. products and applicationsExperience testing applications both COTS products and in-house developedExperience developing and executing test cases, scripts, plans and procedures both manual and automatedExperience...