About

As a Quality Analyst Supervisor, you will be responsible and accountable for meeting overall quality SLAs across multiple sets of workflows with varying levels of complexity. This will include developing and implementing processes to ensure appropriate quality management controls are in place and are being adhered to.

You will also be responsible for daily supervision, coaching, mentoring, motivation and coordination of a team of Quality Analysts to ensure reporting requirements and performance metrics are met.

Duties and Responsibilities

• Maintain a thorough understanding of assigned project knowledge, processes and policy requirements and ensure that any changes are updated in relevant logs and are effectively communicated to the relevant stakeholders
• Develop QA internal auditing tools and conduct internal audits, inspections, reviews and reports for the QA team and lead/support QA related performance management initiatives
• Perform critical business analysis of issues identified by QAs, including identifying root cause(s) and identifying value-add opportunities for improvement in a timely manner
• Assess new and ongoing projects work plans and workflows, and audit approaches with recommendations to optimize quality and production
• Analyze QA reports to identify trends and make relevant recommendations to Training, Operations and any other applicable business units.
• Develop and maintain effective working relationships with project managers.
• Lead and support additional special projects and initiatives of the QA team as necessary to achieve departmental objectives; includes the monitoring, evaluation and scoring of new and existing projects.
• Provide qualitative and quantitative feedback on compliance and transactional accuracy to team leaders, members of management and department representatives

Requirements

Qualifications and Experience

• Minimum of 3 years of Service Delivery experience required
• Minimum of 1 year of experience in Quality Assurance in a Service Delivery Center
• Minimum of 1 year of supervisory or lead experience to include managing performance, reporting, providing timely coaching and feedback, and motivating employees.
• Advanced Excel or google sheets skills
• Experience in one or more data analytics tools e.g Looker
• Familiarity & understanding of ISO quality frameworks

Skills

• Superior planning, organizational, interpersonal and analytical skills
• Critical thinking — You can analyze a problem, design your own test plans, and love iterating on your own processes.
• Strong project management and problem solving skills
• High communication — You enjoy writing (a lot), collaborative problem solving, and jumping on a video call is no problem.
• Attention to detail — You have high attention to visual detail, can communicate clear and specific step by step instructions, and leave no stone unturned
• Knowledge of agile concepts
• Audit mindset with process auditing and management capabilities
• Great people manager able to coach and mentor a team of remote quality analysts to high performance
• Experience with Jira, Slack, or Zoom