The primary responsibility of the Quality Supervisor is the implementation, support, and management of practices for assuring that quality and processes adhere to standards and internal quality audits
Coordinating control plans and action plans to achieve expected results
Leading, mentoring and developing team members to promote quality awareness and implement quality programs and initiatives.
Facilitating or leading training on quality management tools
Presentation skills
Scrub, analyze, and present Quality and CSAT data
A Quality Supervisor has a dual role to play: maintain maximum Quality and ensure highest motivation within their own QA Team as well as ensuring Quality and keeping the process agents motivated.
To ensure customer satisfaction through monitoring agent interaction with the customer.
To ensure that the CSRs (Customer Service Representatives) are updated regarding ...