Supervisor, Quality


Supervisor, Quality

• Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements

• Maintain accurate metrics of direct reports’ individual performance as well as overall team level performance

• Manage resources across the assigned portfolio (personnel schedules, varying account needs)

• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans

• Develop strong working relationships with key Business stakeholders, internal and external

• Oversee audits of key support processes within each account and recommends changes

• Administration of applicable certification and training processes up to and including internal and client requirements

• Ensure consistent application of the quality process/system across assigned portfolio

• Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate

• Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners). Conducts analysis on quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans