Quality Assurance Supervisor

Why Alorica? At Alorica, we’re reinventing the customer experience and making lives better, one interaction at a time. We're looking for a passionate individual to join our team as a QA Supervisor. Whether you’re looking to build your skills, grow your career, or be part of something bigger, Alorica offers the support, training, and tools you need to succeed. Summary: Performs professional supervisory work coordinating the actions of a team dedicated to quality review and oversight. Work is performed under broad supervision. Position duties: Manages team of quality assurance programs and staff. Ensures client's quality expectations of team is achieved. Works directly with operations management to identify and report quality needs. Coordinates with training group to ensure compliance with all training issues and forward quality results to improve overall performance. Provides regular quality performance results to managers, center operations team, and corporate. Ensures appropriate staffing and ratios are maintained. Experience, Knowledge, Skills & Abilities Significant knowledge working with Microsoft Office, knowledge of Excel intermediate to advanced is mandatory. Ability to provide feedback and demonstrate a variety of coaching methods. Ability to effectively organize work and priorities against deadlines. Advanced English level (B2-C1 in CEFR) and excellent communication skills. A minimum of 1 year of proven experience in a call center environment is mandatory. 6-month experience minimum in a QA environment and/or 6-month experience in a leadership position. Position to work on-site: Guadalajara.

Creado: Jue, 01 de Ene de 1970