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Open nowFirst seen 2 days ago

Quality Assurance Supervisor

RayaCX139 open roles

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Your applicationOpen nowQuality Assurance SupervisorRayaCX

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on RayaCX's own form.

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The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: first seen 2 days ago

The posting

What will you do?

  • Review QA sizing and takes action regarding over and under staffing
  • Assure that the monitoring approach and end user satisfaction approaches are implemented on compliance basis across the year.
  • Implement required changes to the monitoring and end user satisfaction approaches.
  • Reviews sample size and precision per project and addresses required actions based on those reviews.
  • Review monitoring results per program and across sites.
  • Attends new implementation kick offs, assigns QAE to the newly implemented project and review the new score sheets.
  • Review and approves change of project score sheets.
  • Review quality variations from metrics and tracks to ensure root causes have been identified and improvement has been sustained.
  • Enhance QA reports and presentations based on business and operations needs.
  • Address new ideas to Quality data standard system.
  • Automate QA required templates and reports.
  • Attends monthly QA-operations presentations and sets proper action plans with the account managers.
  • Responsible for all client engagement duties, acting as a focal point for any business review, highlighting all quality assurance issue and advise with the appropriate action plan.

Technical Skills

  • Good Understanding of performance management approaches
  • Good Understanding of COPC Standards and approaches
  • Excellent People Management Skills
  • Strong Presentation Skills
  • 3-4 Years within the call center industry
  • Proficient in English
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