The QA Supervisor will be responsible in managing client and product specific related concerns and ensures that all Quality Updates are communicated to all stakeholders and that everyone is calibrated. The incumbent also conducts root-cause analysis on monitored calls within Results.   He/She will also do evaluation, documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.

1. Evaluation, documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.
3. Facilitate calibration; facilitate/deliver new hire presentation
3. Correlates QA to other client metrics.
4. Communication with internal and external clients regarding employee/team performance
5. Facilitate RCA calibration, facilitate/deliver new hire presentation.
6. Perform other duties, functions and tasks that are incidental and inherent to the job.

1. Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, in any field.
2. At least 2 years of working experience in the related field is required for this position.
3. Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Quality Control/Assurance or equivalent.
4. Extensive knowledge of Customer Care Expectations & Quality Guidelines
5. Strong knowledge of customer care processes and techniques
6. Excellent oral, written, and interpersonal communication skills
7. Exceptional listening and analytical skills
8. Excellent time management skills
9. Ability to analyze data for trends
10. Demonstrated ability to work well in a team environment
11. Dedication to providing exceptional customer service

Abilities
• Ability to effectively lead a team and foster professional working relationships and a high standard of work ethic
• Possesses a collaborative working style and the ability to work independently and in a team environment.
• Ability to plan, organize, and schedule workflow to meet rigid project deadlines
• Adaptable and able to move with change while maintaining a positive attitude
• Ability to work on several projects simultaneously
• Ability to communicate professionally with all levels of management
• Ability to work on a flexible schedule (graveyard/shift schedule)