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VXI Global Solutions

KPWA QA Supervisor (external)

VXI Global Solutions Austin, Texas, United States

Outsourcing and Offshoring Consulting · 10,001+ employees

Nov 04
Remote qa Mid (2-5 yrs) Full-time United States
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About the role

Oversee quality assurance activities, including investigating executive complaints, conducting calibrations, coaching Quality Analysts, reviewing evaluations, and reporting quality results and fatal defects. Support operations and training by assisting with calls, leading quality discussions and call-listening sessions, and communicating client updates.

What they look for

Quality Assurance Coaching And Mentoring Team Management Call Handling Customer Service Documentation Problem Solving Data Analysis Communication Relationship Building People Development Analytical Skills Active Listening Attention To Detail Results Orientation Microsoft Word, Excel, And PowerPoint

Requirements

The role calls for strong call-handling and customer service skills, coaching and team management abilities, and excellent documentation, communication, analytical, and listening skills. Candidates should be resourceful, detail-oriented, results-focused, and able to work under pressure; proficiency with Microsoft Word, Excel, and PowerPoint is preferred.

Full description

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!

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