Quality Assurance Supervisor

Coordinates call calibration sessions to ensure that the quality assurance team, supervisors, and managers can evaluate the call handling performance of agents in order to improve the customer service experience.  

Manages disputes to include identifying the issue/error, determining the appropriate resolution in accordance with clients' policies and procedures, and preparing detailed synopses for all disputes and/or approvals in a timely manner.  

Assembles, correlates, and analyzes facts to ensure consistent training processes are up to date for individual Customer Service sections.  

Collaborates with management in recommending the appropriate action to be taken in accordance with clients' progressive discipline policy to address ongoing performance and conduct issues.  

Approves time off requests to ensure adequate staffing. The Quality Assurance Supervisor provides support to management in accomplishing the execution of all Quality Assurance related duties. Responsible for ensuring the proper completion of daily, weekly, monthly calibration and reports for Quality Assurance. Performs highly advanced and/or supervisory (senior level) training and development work. Work involves overseeing and/or analyzing training needs, coordinating and conducting specialized training sessions using a variety of training methods. Supervises the work of QA Monitoring Specialist through audits and 

calibrations. Works under minimal supervision, with latitude for the use of initiative and independent judgment. This position collaborates with management and recommends progressive discipline actions to be taken in accordance with clients' policies and procedures.  

Duties & Responsibilities  

Coordinates and conducts quality assurance monitoring audits, assists with the development and maintenance of the Quality Process and Procedural Manual, and develops more specialized training with a focus on individual employee needs.  

Monitors and tracks daily time and attendance to include breaks and lunches.

 

Knowledge, Skills and Abilities  

 Strong supervisory skills.  

 Strong customer service skills with an expertise on de-escalations and negotiations. 

 Excellent communication (written and verbal) and interpersonal skills. 

 Proficiency in Microsoft Word, Excel, and PowerPoint applications.  

 Ability to make sound decisions based on clients' policies and procedures with minimal assistance.  

 Ability to work in a team environment and be open to change.  

 Ability to maintain confidentiality.  

 Ability to assess employee performance.  

 Knowledge of the State statute and requirements for toll violation and collection processes. 

 Ability to have a proactive approach and prioritize tasks using effective time management skills.  

Physical Demands  

This position requires a substantial amount of walking, some standing, sitting in an office environment, and light lifting such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required. 

Required Education / Experience  

High School diploma or G.E.D. equivalent required from accredited institution.  Minimum four years of experience in customer service and/or call-center environment.  Minimum three (3) years' previous relevant leadership or supervisory experience required.