Quality Supervisor

About the Role

As a Quality Supervisor at Mrsool, you will play a crucial role in ensuring and improving the quality of our services. You will be responsible for leading a team of quality analysts and coordinating quality assurance activities across various departments.

Responsibilities

• Create and implement quality assurance policies and procedures to maintain and enhance service quality
• Supervise a team of quality analysts, providing guidance, training, and support
• Perform quality audits of customer interactions, identifying areas for improvement and providing feedback to team members
• Analyze quality performance data, identify trends, and develop action plans to address areas of opportunity
• Collaborate with cross-functional teams to implement process improvements and optimize service quality
• Participate in the development and delivery of quality training programs
• Review, monitor and Audit the analyst to identify their skill gaps for their performance improvement
• Evaluate, train and develop QA’s performance and skill gaps and prepare a proper coaching and development of the members.
• Liaise and follow up with Training Team to ensure Quality Team is updated on new product updates, process and procedure changes
• Liaise and communicate with Operations Supervisors on Agent Feedback Acknowledgment and Dispute Process and provide improvements feedback related.
• Review, monitor and Audit the analyst to identify their skill gaps for their performance improvement.

Requirements

• Bachelor's degree in a relevant field
• Minimum 5 years of experience in a quality assurance role, preferably in a service environment
• Strong understanding of quality management principles, methodologies, and tools
• Excellent analytical and problem-solving skills
• Strong attention to detail and ability to effectively prioritize and manage multiple tasks
• Excellent communication and interpersonal skills
• Previous experience in a supervisory or leadership role is preferred

If you are passionate about ensuring high-quality service delivery and have a keen eye for detail, we would love to have you join our team as a Quality Supervisor. Apply now and contribute to the success of Mrsool!