Job Family: | Service Center |
Job Title: | Supervisor II, Quality Assurance |
Location: | Richmond, VA; This position will follow a hybrid work-from-home/office model with at least three days in the office weekly |
Role Summary: | This position is responsible for overseeing and directing multiple teams of Quality Assurance Analysts across different offices, ensuring the successful execution of Quality Assurance and Soft Skill Training programs. The Supervisor II acts as a key liaison between the Analysts and management, leveraging advanced data analysis to drive strategic improvements and ensure the program aligns with the department's vision for the future. The role combines hands-on supervision of the Analysts with strategic, data-driven responsibilities to enhance QA processes. This role should assist the Manager and Senior Manager in the development and implementation of policies and procedures to provide an exceptional level of customer service. |
Additional Responsibilities: | Leadership and Team Management: Directly supervise multiple teams of Quality Assurance Analysts located in different offices, providing coaching, feedback, and performance appraisals. Assist the Manager and Senior Manager in the development of policies and procedures to provide an exceptional level of customer service. Ensure consistent application of policies and procedures across all analyst teams, regardless of location. Manage workload distribution to meet Key Performance Indicators (KPIs) and departmental goals. Foster a positive and collaborative work environment, motivating the teams to achieve high performance. Collaborate with the Manager and Human Resources on staffing decisions, including hiring, disciplinary actions, and terminations. Drive divisional and company strategies, ensuring team objectives are aligned with regional goals. Assist in leading discussions regarding requested re-audits from service center management. Perform regular audits of already audited QA calls and cases to ensure high quality and uniformity among QA analysts.
Strategic & Data-Driven Initiatives: Serve as a key contributor to the design, development, and implementation of data-driven quality assurance programs for the NA Service Centers. Utilize advanced data analytics, including statistical analysis and predictive modeling, to identify trends, patterns, and anomalies in large datasets. In conjunction with management, design and build technical tools and dashboards to analyze service performance. Leverage business intelligence and AI-driven insights to proactively identify service gaps and root causes. Develop and implement data-backed recommendations for corrective action to minimize customer impact. Explore the integration of AI and machine learning tools to automate quality monitoring processes and enhance efficiency.
Program Oversight & Development: Oversee the application of Quality Assurance and Soft Skill Training initiatives to ensure consistent and fair application across the NA Service Centers. Collaborate with NA Service Center management to provide coaching and remedial training to staff as necessary. Work with the Manager to coordinate the immediate and ongoing training needs of the service center staff. Ensure proper governance of Standard Operating Procedure (SOP) version control for Quality Assurance. Innovate customer service strategies that will distinguish the company in the market. Collaborate with analysts and management across offices to deliver consistently high-quality service across all communication platforms in a seamless fashion that demonstrates no delineation between Service Centers.
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Core Required Skills and Competencies: | Strong data analytics and reporting skills, with expertise in advanced data analytics. Proficiency with or strong willingness to learn business intelligence tools (e.g., Tableau, Power BI, Looker) and advanced Google Sheets, with experience creating dashboards and data visualizations. Knowledge of AWS, Salesforce, SQL, Python, or R for data manipulation and analysis is a plus. Experience working with and managing large datasets, with a focus on data integrity and data governance principles. Strong analytical ability; acts objectively and plans for long-term implications. High level of both verbal and written communication skills. Strong orientation towards supervising and managing staff to achieve high levels. Ability to anticipate, analyze, decide, and navigate, acting strategically with focus and direction. Adapts to change and prioritizes for high-end results.
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Function-Specific Required Skills and Competencies: | Applies logical methods and analytical skills for recommendations and best results, providing evidence-based recommendations. Attention to detail and accuracy. Experience training one-on-one or in a classroom setting. Strong presentation skills. Intimate understanding of new and changing customer demands and expectations. Working knowledge of life cycle project management.
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Required Minimum Years’ Experience: | 3+ years of supervisory and management experience. 5+ years of industry-related experience, preferably in a customer service environment. |
Required Minimum Education: | Bachelor’s Degree preferred |
