Supervisor, Quality Assurance

ResultsCX · Marion County, IN · 2 days ago

Quality AssuranceOther

Description

The Supervisor, Quality Assurance is responsible for communicating Customer Experience trends and updates to internal and external customers. This position is cross-skilled in 3 or more accounts and possesses expert analytical skills, providing advanced insights and mentoring CX Analysts.

Responsibilities

Evaluate, document, and analyze calls through Call Miner to identify employee performance, call center trends, and customer satisfaction levels
Facilitate calibration/listening sessions and RCA of client and customer escalations
Conduct internal and external audits, review data sets, and perform deep dive analyses
Develop search-based categories using customer and associate language in conjunction with Boolean and Proximity Operators
Research and understand customer and associate language across multiple accounts
Innovate strategies and solutions for quality, verification, and customer advocacy group behaviors
Document the different stages in the build process
Present and define category and score event language, statistics, and the process of development

Requirements

Expertise on Customer Experience Standards - clients and internal customers
Two or more years of successful, progressively responsible experience in quality/performance management (experience leading teams as a Team Leader/Quality Lead is highly desired)
Six months of experience with Speech Analytics
A Bachelor’s/College degree or equivalent experience
Expert computer and software skills; proficient in Microsoft Office: Word, Excel, and PowerPoint; and other QA tools: SharePoint, Formstack, CSI/VLauncher, Zero Variance, Hyper Quality, and TPG
Excellent communication skills, both verbal and written
Strong attention to detail, and exceptional organization skills and ability to multi-task in a dynamic, fast-paced environment
Strong analytical and consulting skills (e.g., critical thinking, problem solving, decision making, and influencing)
Ability to provide on-call support and work a flexible schedule
Strong background in calibration sessions (internal and with clients)
Ensures that client CX and customer satisfaction goals are met or addressed
Subject Matter Expert (SME) in at least one major line of business. SME status in multiple accounts is highly desired
Knowledge of common analytics practices is a plus - Six Sigma, Boolean Logic, etc...
Ability to develop and motivate teams (preferred Ready Coach/MTB5/Tiger Team certification)

Qualifications

Expert computer and software skills; proficient in Microsoft Office: Word, Excel, and PowerPoint; and other QA tools: SharePoint, Formstack, CSI/VLauncher, Zero Variance, Hyper Quality, and TPG
Strong attention to detail, and exceptional organization skills and ability to multi-task in a dynamic, fast-paced environment
Strong analytical and consulting skills (e.g., critical thinking, problem solving, decision making, and influencing)
Ability to provide on-call support and work a flexible schedule
Strong background in calibration sessions (internal and with clients)
Ensures that client CX and customer satisfaction goals are met or addressed
Subject Matter Expert (SME) in at least one major line of business. SME status in multiple accounts is highly desired
Knowledge of common analytics practices is a plus - Six Sigma, Boolean Logic, etc...
Ability to develop and motivate teams (preferred Ready Coach/MTB5/Tiger Team certification)

Skills

Expert computer and software skills; proficient in Microsoft Office: Word, Excel, and PowerPoint; and other QA tools: SharePoint, Formstack, CSI/VLauncher, Zero Variance, Hyper Quality, and TPG
Strong attention to detail, and exceptional organization skills and ability to multi-task in a dynamic, fast-paced environment
Strong analytical and consulting skills (e.g., critical thinking, problem solving, decision making, and influencing)
Ability to provide on-call support and work a flexible schedule
Strong background in calibration sessions (internal and with clients)
Ensures that client CX and customer satisfaction goals are met or addressed
Subject Matter Expert (SME) in at least one major line of business. SME status in multiple accounts is highly desired
Knowledge of common analytics practices is a plus - Six Sigma, Boolean Logic, etc...
Ability to develop and motivate teams (preferred Ready Coach/MTB5/Tiger Team certification)

Benefits

Competitive salary package
Transport facility for night shifts
Comprehensive training and development opportunities
Health insurance and other employee benefits
Collaborative and supportive work environment

Pay

Competitive salary package

Schedule

Flexible schedule

About ResultsCX

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients. Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.