Onsite Call Center Quality Supervisor

Quality Assurance Manager

This role requires onsite presence at our Irving, TX facility.

Equal Opportunity Statement Qualfon is an equal opportunity employer. Qualfon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

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Responsibilities

Quality Assurance

• Conduct root cause analysis (RCA) meetings with Campaign Coordinators and Quality Analysts to identify trends, issues, and opportunities for improvement.
• Develop and implement action plans to address the root causes of QA findings and performance gaps.
• Ensure Quality Analysts consistently understand and adhere to established QA guidelines and standards.
• Ensure QA updates, process changes, and other relevant information are communicated to all stakeholders in a timely manner.
• Assist the QA Coordinator with the planning and implementation of new QA programs and initiatives.

QA Analyst Performance Management

• Regularly review Quality Analysts' productivity and performance to ensure deliverables are completed accurately, timely, and in accordance with established standards.
• Monitor data integrity and ensure QA results and reporting are accurate and reliable.
• Manage workload distribution across Quality Analysts to effectively meet operational demands and business requirements.
• Conduct monthly performance evaluations using the established Quality Analyst scorecard.
• Mentor, coach, and counsel Quality Analysts to support performance improvement, professional development, and achievement of performance expectations.

Daily, Weekly, Monthly, and Special Reporting

• Prepare and submit reports to Operations Coordinators and Managers detailing QA evaluations, performance results, and scores.
• Prepare and submit weekly RCA reports to the QA Coordinator.
• Provide updates on incentive program results and performance.
• Prepare and complete special reports and analyses as requested by department leadership.
• Respond to reporting and information requests from Operations Coordinators and other stakeholders.
• Review Quality Analysts' reports to ensure accuracy, completeness, and timely submission.

Information Dissemination and Calibration

• Lead the QA team during departmental calibration sessions and participate in calibration sessions with Operations and clients, as applicable.
• Serve as a primary point of contact during client conference calls related to QA issues, disputes, and performance concerns.
• Collaborate with Operations and clients to establish, standardize, and update call monitoring guidelines and QA standards as needed.
• Ensure relevant information and changes resulting from calibration sessions are communicated to the QA team and applicable stakeholders.

Special Assignments and Departmental Responsibilities

• Complete special assignments, projects, and other duties as assigned by the immediate supervisor.
• Participate in the immersion and orientation of new QA staff to support effective onboarding and integration into the department.
• Actively participate in department activities, initiatives, and other organizational programs as required.

Qualifications

• Graduate of any 4-year degree or its equivalent
• At least one year experience in Call Center operations
• Prior Quality Assurance experience is required
• Prior Supervisory experience is required
• MS Excel proficiency is required