Quality Supervisor

Responsibilities

• Prepare weekly Sampling Plans and share with the CE team
• Monitor all transaction types and ensure COPC audit standards (Live, Recorded, Side-by-Side) are met
• Track QA feedback accuracy through ATA and Calibration
• Act as a consultant and advisor to QAs regarding audit parameters
• Analyze monitoring data to identify program-level issues and opportunities
• Communicate insights to Service Delivery, Training, and other stakeholders
• Drive quality awareness programs and performance improvement projects
• Build team competencies and foster a positive working atmosphere
• Utilize process mapping and quality tools to increase efficiency and reduce waste

Requirements

• 2-3 years of Quality Supervisor experience
• 3-5 years of experience in quality assurance, preferably in a call center environment
• Proficiency in MS Office and quality management software
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• In-depth knowledge of call center operations and performance metrics
• Demonstrated leadership and ability to work in a fast-paced environment

Preferred Qualifications

• Six Sigma or quality management certifications
• Experience with data analysis tools and reporting software

About the Company

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees through digital tools, speech and text analytics, and business intelligence.