Quality Assurance Supervisor

4 weeks ago

Austin, Texas, United States Webhelp Full time
Quality Assurance Supervisor Job Description

The Quality Assurance Supervisor is responsible for supporting Transactional Monitoring for single/multiple clients with multiple programs or lines of businesses within a single site and supervising all on-site Quality Evaluators who support their assigned portfolio. This position is responsible for the skill level and development of the employees on their team, the attainment and accuracy of evaluations across the assigned portfolio, and delivering quality-related analysis and insights into overall program performance.

About Concentrix

Concentrix is a global company that provides customer experience and business process outsourcing services. We are committed to delivering exceptional results and creating a positive impact on our customers' businesses.

Key Responsibilities
  • Supervise work group, including work assignment and attendance monitoring
  • Provide input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements
  • Manage resources across the assigned portfolio of single client or site (personnel schedules, varying account needs)
  • Maintain accurate metrics of direct reports individual performance as well as overall team level performance
  • Conduct analysis on quality performance across single site or client and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans
  • Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
  • Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) for respective single site or client
  • Ensure consistent application of the quality process/system across assigned site or client including but not limited to calibration sessions, review the reviewer, insights and reporting; administration of applicable certification and training processes up to and including internal and client requirements
Requirements
  • Bachelor's Degree in related field from a four-year college or university with 3-5 Years of Experience preferred
  • Six Sigma certification required
  • Extensive personal or professional experience with video gaming, virtual reality (VR) required
  • Ability to foster a sense of professionalism and relationship building for self and team
  • Strong attention to detail
  • Self-starter, sense of urgency and works well under pressure
  • Ability to mentor, coach and provide direction to a team of employees
  • Ability to lead team in multi-tasking, periodization, and meeting timelines on deliverables
  • Proficient in Microsoft Office
  • Strong communication skills, both written and verbal
What's in it for you

At Concentrix, we offer a range of benefits and perks to support your career growth and well-being. These include:

  • Inclusive Onsite Perks such as complimentary gourmet meals at onsite cafeteria - Free breakfast and lunch with snacks and drinks
  • Extensive benefits including 401K with company match; paid PTO and holidays; medical, dental, and vision insurance; and a comprehensive Employee Assistance Program (EAP)
  • Health and wellness programs with trained partners to help promote a healthy you
  • A modern, state-of-the-art office setting with advanced technologies and a great team
  • Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support

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