Bpo Quality Assurance Supervisor

2 weeks ago

Bayan Lepas, Malaysia growthfn Full time

The Quality Assurance Supervisor in a Business Process Outsourcing (BPO) environment is responsible for overseeing the quality assurance team to ensure the delivery of high-quality services and customer satisfaction. This role involves monitoring and evaluating the performance of customer service representatives, implementing quality standards, and providing coaching and feedback to improve performance. The QA Supervisor will collaborate with other departments to drive continuous improvement and maintain compliance with industry standards and client requirements.

**Key Responsibilities**
- **Team Supervision and Management**:

- Supervise a team of quality assurance analysts, providing guidance, support, and performance feedback.
- Schedule and coordinate the activities of the QA team to ensure adequate coverage and timely completion of tasks.
- Conduct regular team meetings to discuss performance metrics, updates, and areas for improvement.
- **Quality Monitoring and Evaluation**:

- Develop and implement quality assurance standards, procedures, and metrics to evaluate customer service interactions.
- Identify areas of improvement and provide actionable feedback to customer service representatives.
- **Training and Development**:

- Design and deliver training programs for quality assurance analysts and customer service representatives to enhance their skills and knowledge.
- Provide ongoing coaching and support to team members to help them achieve their performance goals.
- Stay updated on industry best practices and incorporate them into training programs.
- **Reporting and Analysis**:

- Prepare and present regular reports on quality metrics, performance trends, and areas of concern to senior management.
- Analyze quality data to identify patterns, root causes, and opportunities for process improvement.
- Collaborate with other departments to implement corrective actions and process enhancements.
- **Customer and Client Interaction**:

- Serve as a point of contact for client inquiries and concerns related to quality assurance.
- Participate in client meetings and presentations to discuss quality performance and improvement initiatives.
- Ensure that all client-specific quality requirements are met and maintained.
- **Compliance and Standards**:

- Ensure compliance with industry standards, regulatory requirements, and company policies related to quality assurance.
- Conduct regular audits and assessments to verify adherence to quality standards.
- Implement and maintain quality management systems and documentation.

**Qualifications**
- **Education**: Bachelor’s degree in Business Administration, Quality Management, or a related field.
- **Experience**:

- Minimum of 3-5 years of experience in quality assurance, preferably in a BPO environment.

**Job Types**: Full-time, Permanent

Pay: RM11,000.00 - RM12,000.00 per month

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