
Supervisor of Quality Assurance Team
3 days ago
Company Vision
">At Ability Pvt Ltd, we aim to provide unparalleled customer service experiences through continuous process improvements.
">Job Requirements
">The QA Supervisor will be responsible for managing the quality assurance team, ensuring that customer service interactions meet company standards.
">Key Accountabilities
">- Coaching and developing QA analysts to evaluate call center interactions effectively.
- Monitoring agent performance based on predefined quality metrics and providing constructive feedback.
- Implementing corrective actions to address identified trends and areas of improvement.
- Developing and maintaining quality standards and best practices for call handling.
- Collaborating with management to enhance customer service processes and minimize errors.
- Generating reports and providing actionable insights on call quality performance.
- Delivering training sessions to ensure agents understand quality standards.
Essential Skills and Experience
">- Relevant bachelor's degree or equivalent experience.
- Minimum 3 years of call center experience, with at least 1 year in a supervisory or QA role.
- Proven expertise in call center metrics, quality standards, and customer service best practices.
- Superior communication, leadership, and problem-solving skills.
- Hands-on experience with QA tools and call monitoring software.
Salary and Benefits
">Competitive salary and benefits package
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