This role will require onsite presence at our facility in the Detroit metro area.

The onsite Quality Supervisor will be responsible for:

Governance:

• Ensures completion and compliance on QA deliverables required on a weekly basis
• Ensures accuracy of scoring quality across QAs – cross check evaluations per QA per LOB per week
• Maintains database of all reports and processes handled by the team to facilitate efficient tracking of the program’s historical data
• Leads calibration sessions internally and externally with the client for ALL programs in scope

Team Management:

• Allocates resources across program/s scope to ensure maximization of productivity, increasing the team’s capability and efficiency in analyzing customers’ reporting needs
• Mentors and guides QAs in programs that he/she leads
• Facilitates weekly QA performance and personal development coaching
• Handles payroll and all administrative duties including required technical tools for QA, shift schedules, rest day
• Conducts training and/or refresher sessions for QA on how to create periodic and ad-hoc reports and to understand the contents and purpose of said reports to ensure that standard process is followed

Creates analysis and reports on agent QA performance trends, risks and observed behaviors per program and LOB

Area of expertise/Minimum Requirements:

• At least five (5) years of prior customer service experience in a call center environment
• At least two (2) years if prior supervisory experience leading a team

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/

Job Type: Full-time

Pay: Up to $25.00 per hour

Expected hours: No more than 45 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime

Education:

• High school or equivalent (Required)

Experience:

• Microsoft Office: 5 years (Required)
• Customer service: 5 years (Required)
• Supervising: 2 years (Required)

Ability to Commute:

• Highland Park, MI 48203 (Required)

Work Location: In person