Quality Assurance Supervisor (Part-Time)

General Dynamics Information Technology is currently looking for a part time Quality Supervisor to join our team in Jacksonville, FL! The Quality Supervisor provides direction and supervision of Quality Monitors conducting quality activities.

Responsible for working with quality staff to achieve contractual requirements for quality, such as the average QA score and weekly completion rates.



*Please note, this posting is for future employment

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JOB RESPONSIBILITIES:



  • Supervises assigned Quality Monitors, ensuring productivity, quality, and timely completion of work on assigned projects and departmental goals.

  • Assigns and monitors work;sets schedules.

  • Ensures standards for quality call monitoring are adhered to at the site level.

  • Assists with or conducts training to keep team updated on changes that may occur in information or procedures.

  • Conducts audits to ensure evaluation procedures are adhered to by staff.

  • Adheres to and enforces all GDIT, CQA, and qualityprocesses.

  • Provides Quality Monitor coaching regarding accuracy and effectiveness of their quality assignments, and conducts timely coaching sessions for improved performance.

  • Delivers corrective disciplinary action as appropriate, and per company policy.

  • Maintains quality tracking logs and ensures their accuracy, identifies and documents any quality performance issues and escalates them to the site Quality Manager, as appropriate; works with site QA Manager to perform corrective action

  • Analyzes quality reports and participates in strategic planning sessions for continual service improvement

  • Assists in implementing quality initiatives with call center operations and training staff.

  • Conducts call evaluations when additional resources are needed to meet the weekly evaluation completion metric

  • Actively participates in calibration sessions; ensures Quality Monitors complete timely calibration evaluations; addresses inconsistent scoring through coaching.

  • Participates in special projects or tasks as assigned.




  • Bachelor's Degree in a related discipline, or the equivalent combination of education, professional training, or work experience.

  • 5-8 years of related experience in call center monitoring, quality assurance, and/or customer service.





  • Minimum of two years contact center supervisory experience, preferably as a Quality Supervisor.


  • Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes.


  • Effective supervisory skills.


  • Excellent organizational, teamwork, and customer service skills.


  • Effective oral and written communication skills.


  • Proficiency with MS Office Products: Word, Excel, PowerPoint required.


  • Knowledge of and experience with contact recording systems (Ie.

    Genesys, NICE, Verint) preferred


  • Ability to manage to established contractual turnaround times


  • Clearance / Background investigation requirements may include the Applicant Name Check,the National Agency Check and Inquiry (NACI), and the Certification of Public Trust processes at the moderate to high designation level, dependent on position.


  • Fluency in English required


  • Bilingual fluency in any of the targeted foreign languages listed is preferred but not required: Chinese Cantonese, Chinese Mandarin, Tagalog, Vietnamese, Korean, Russian, or Arabic (will be required to pass a language skills assessment test)


SKILLS AND ABILITIES



  • Must have the ability to organize simultaneous tasks for individual assignments and the workflow of others within the unit

  • Must be able to respond professionally to difficult or tense calls/situations that may arise out of daily duties.

  • Ability to communicate effectively both verbally and in writing

  • Ability to prioritize and complete tasks within established contractual service levels required

  • Must have demonstrated leadership skills and good interpersonal skills

  • Demonstrated oral and written communication skills

  • Proven ability to work as a team member

  • Must be able to type at least 30 words per minute (WPM)


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