Quality Assurance and Training Supervisor
Essential Duties and Responsibilities
Establish and communicate monthly QA monitoring targets.
Manage QA team performance to ensure completion and achievement of established targets.
Perform daily and monthly reports to leadership.
Perform trend analysis based on QA evaluation results to improve call center performance and efficiency.
Utilize trend analysis data to identify and escalate issues, design refresher topics, and improve new hire training.
Under direction of leadership, research, develop, and implement new features, technologies, new programs and methods to improve QA processes.
Possess knowledge and skills to perform all direct QA /Training functions if required.
Perform ad hoc research, reports, analysis, and other duties as assigned by Manager.
Minimum Requirements
- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
Preferred Experience
- Prior experience working in a start-up
- Prior experience working with underserved or diverse communities
- Prior experience in QA or training
- Prior experience in creating and implementing recorded training processes
Pay
Minimum Salary: $ 75,000.00
Maximum Salary: $ 85,000.00