KPWA QA Supervisor (external)

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Roles & Responsibilities 

• Quality Supervisor 

• Handle executive complaints (investigating and updating tracker) 

• Facilitates internal and external calibration in the absence of a QA supervisor 

• Provides coaching and feedback to Quality Analysts regarding their performance 

• Attends regular calibration with client and operations  

• Conducts team meeting to discuss quality updates 

• Sends out QA evaluation report 

• Take calls if there is a need to assist operational needs 

• Updates required reports 

• Cascades Quality updates and minutes from client calls as per defined SLA 

• Conducts QA talk and/or Call listening sessions during New hire training 

• Reviews monitors done by QA specialist by reevaluating their calls 

• Raise timely alert report for fatal defects 

Core Competencies 

Minimum level of proficiency: N – Novice, I – Intermediate, A – Advanced, S - Strategic 

Core Competency 

Proficiency 

Drive for Results 

I 

Communication 

I 

Resourcefulness 

I 

Building Relationships 

I 

Developing People 

I 

Culture Building 

I 

Technical Competencies 

• Coaching and mentoring skills 

• Team management skills 

• Should have gained mastery of call handling skills through phone time 

• Strong customer service orientation 

• Excellent documentation skills: preferably proficient in working with MS Word, Excel and Power point 

• Knowledge in problem solving techniques and data analysis 

• Excellent oral, written and interpersonal communication skills 

• Resourceful and can work under pressure 

• Exceptional analytical and listening skills 

• Attentive to details and is results-oriented  

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!