What are the responsibilities and job description for the Quality Analyst Supervisor - Penang position at Teleperformance USA?
Overview : Job Summary
The Quality Assurance (QA) Supervisor will be responsible for managing QA staff, ensuring timely
and effective implementation of all companys policies, procedures, and maintaining a system of
quality and reliability testing for the products and development processes. Reports directly to QA
Manager.
Qualifications : Requirements
Customer service experience
Oral and written communication skills
Analytical thinking and problem solving
Being detail-oriented and capable of delivering a high level of accuracy
A desire to see others succeed and willingness to help team members achieve their goals
Strong organization, critical thinking and follow-up skills
Ability to Review and Analyse Metrics
Quick Thinking and Problem-Solving Skills
Ability to Identify Customer Trends
Excellent phone skills and ability to control calls
Poise and composure under pressure
Interview Skills
Responsibilities :
Key Responsibilities :
Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements
Maintain accurate metrics of direct reports individual performance as well as overall team level performance
Communicates and trains personnel on new directives, policies, or procedures to QA staff to explain changes, answer questions, and maintain morale
Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client and Account Management). Conducts analysis on quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans
Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate
Perform root cause analysis investigations for customer complaints and quality failures
Assist QA Manager on special projects and act as liaison in absence of Manager
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