KPWA QA Supervisor (external)

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. Roles & Responsibilities Quality Supervisor Handle executive complaints (investigating and updating tracker) Facilitates internal and external calibration in the absence of a QA supervisor Provides coaching and feedback to Quality Analysts regarding their performance Attends regular calibration with client and operations Conducts team meeting to discuss quality updates Sends out QA evaluation report Take calls if there is a need to assist operational needs Updates required reports Cascades Quality updates and minutes from client calls as per defined SLA Conducts QA talk and/or Call listening sessions during New hire training Reviews monitors done by QA specialist by reevaluating their calls Raise timely alert report for fatal defects Core Competencies Minimum level of proficiency: N – Novice, I – Intermediate, A – Advanced, S

• Strategic Core Competency Proficiency Drive for Results I Communication I Resourcefulness I Building Relationships I Developing People I Culture Building I Technical Competencies Coaching and mentoring skills Team management skills Should have gained mastery of call handling skills through phone time Strong customer service orientation Excellent documentation skills: preferably proficient in working with MS Word, Excel and Power point Knowledge in problem solving techniques and data analysis Excellent oral, written and interpersonal communication skills Resourceful and can work under pressure Exceptional analytical and listening skills Attentive to details and is results-oriented If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!