Quality Supervisor
Sutherland
- Tarlac City, Tarlac
- Permanent
- Full-time
- Prepare weekly Sampling Plan and share with the QA team.
- Ensure that all types of transactions are monitored in the programs assigned
- Ensure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side
- Ensure Sampling Adherence is met MIPs are implemented if required.
- Track if the QAs are providing appropriate feedback basis the call audits to improve consultant’s ability to perform better.
- Keep checking the QA's accuracy by doing ATA and Calibration.
- Prepare and share Gage R&R report.
- Be a consultant and advisor to the QAs to clarify on parameters during need.
- Conduct frequent QA reviews and provide inputs to QA on the areas to be focused
- Facilitate QA’s to conduct NH trainings during Nesting.
- Analyse monitoring data to identify program level issues and opportunities
- Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.
- Good knowledge of Quality metrics, their measurements and thresholds / targets
- Knowledge and clear understanding of critical and non-critical errors in the transactions
- Good in investigative and business writing skills.
- Good at creating reports using various tools and applications.
- Being able to perform risk analysis to the satisfaction of the stakeholders or departments.
- Basic exposure to statistical tools and approaches, trend analysis & cause analysis
- Working knowledge of MS Office (Word, Excel & PowerPoint)
- Hard-working, innovative and meticulous
- Good Decision making and Problem-Solving abilities
- Team Handling and People Management Skills
- Very good Communication and analytical skills.
- Proactive in approach rather than reactive.
Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. It is our policy to engage in personnel decisions, including those related to recruitment and hiring, and to administer our personnel policies without regard to race, color, religion, creed, age, gender or sex (including pregnancy), national origin or ancestry, disability, veteran's status, genetic information, or any other legally protected characteristic. There is no place for disrespect for cultural differences or insensitive stereotypes. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.