**ABOUT US**
Hello, there! We are The Call Gurus: an elite BPO company dedicated to building tailored lead generations teams for some of the most disruptive companies in the USA.
**OVERVIEW**
The Quality Assurance Supervisor reports to the Director of Operations. Supervises a group of Quality Assurance Representatives who are responsible for Quality Assurance evaluations for outbound call center as well as administrative functions. This position partners with the QA AI and QA Representatives to ensure that the overall quality of the customer experience meets company and partner expectations.
**ACTIVITIES**
- Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
- Monitor and evaluate QA Rep performance for consistency in adherence to company guidelines and provide direct feedback to representatives regarding strengths and weaknesses.
- Mentor and coach representatives by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience.
- Maintain department reporting of QA scores and trending.
- Collaborate with trainers and QA Reps to establish a positive team environment that supports and reinforces best-in-class customer service practices.
- Ensure that all QA Representatives are meeting statistical targets and provides action plans for those that fall below expectations.
- Manage productivity goals, staffing, scheduling and daily tasks.
- Provide program and agent performance reporting, including statistical analysis and reporting.
- Maintain proper documentation of call performance and associated corrective measures as applicable.
- Coordinate issue resolution for all levels of escalated issues.
- Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
- Lead calibration sessions and breakout training sessions as needed.
- Support new hire and on-going QA training initiatives as needed.
- Stay up to date on new products, procedures and marketing initiatives. Ad hoc projects.
**REQUIREMENTS**
- AAS Degree (BA/BS preferred) or a minimum of 1 years supervisor experience in a previous Quality Assurance position (preferably in a call center/sales environment) or the equivalent combination of education and experience.
- Quality/Uptivity experience required
- Ability to drive results and lead team to excellence
**OFFER**
- $18,000 MXN monthly net payment.
- Legal benefits
- Food vouchers
- Savings fund
Tipo de puesto: Tiempo completo
Salario: Hasta $18,000.00 al mes
Horario:
- Lunes a viernes
- Turno de 8 horas
- Turno matutino
Prestaciones:
- Caja de ahorro
- Opción a contrato indefinido
- Programa de referidos
- Vales de despensa
Experiência:
- Recursos humanos: 1 año (Deseable)
- Atención al cliente: 1 año (Deseable)
Idioma:
- Inglés (Deseable)