Supervisor, Training & Quality Jobs

Job Title:

Supervisor, Training & Quality

Key responsibilities:

• Conduct monthly One 1 One for QA team and work for their MIV improvements
• Complete phone time to keep current on programs (as applicable)
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
• Should Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email done by the QA team
• Should manage a team of 8-10 QA team effectively and for process improvement
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Should be able to drive the performance from all QA team and meet the audit, coaching and feedback target on monthly basis

Desired Skills:

• Should be able to prepare client reviews and analysis report for business improvement
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Should be willing to work in shifts along with the team in customer business time
• Willingness to work a flexible schedule
• Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
• Strong communication skills, both written and verbal
• Work well under pressure and follow through on items to completion
• Should have an excellent knowledge of MS Office (PPT, Word and Excel)

Key responsibilities:

• Should Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email done by the QA team
• Conduct monthly One 1 One for QA team and work for their MIV improvements
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Complete phone time to keep current on programs (as applicable)
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Should be able to drive the performance from all QA team and meet the audit, coaching and feedback target on monthly basis
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
• Should manage a team of 8-10 QA team effectively and for process improvement

Desired Skills:

• Should be able to prepare client reviews and analysis report for business improvement
• Work well under pressure and follow through on items to completion
• Should be willing to work in shifts along with the team in customer business time
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Should have an excellent knowledge of MS Office (PPT, Word and Excel)
• Strong communication skills, both written and verbal
• Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables

Willingness to work a flexible schedule

Location:

IDN Yogyakarta, Lippo Mall Floors 1 & 6

Language Requirements:

Time Type:

Full time

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R1420888