About the Role
As a Quality Supervisor at Mrsool, you will play a crucial role in ensuring and improving the quality of our services. You will be responsible for leading a team of quality analysts and coordinating quality assurance activities across various departments.
Responsibilities
Create and implement quality assurance policies and procedures to maintain and enhance service quality
Supervise a team of quality analysts, providing guidance, training, and support
Perform quality audits of customer interactions, identifying areas for improvement and providing feedback to team members
Analyze quality performance data, identify trends, and develop action plans to address areas of opportunity
Collaborate with cross-functional teams to implement process improvements and optimize service quality
Participate in the development and delivery of quality training programs
Review, monitor and Audit the analyst to identify their skill gaps for their performance improvement
Evaluate, train and develop QA's performance and skill gaps and prepare a proper coaching and development of the members.
Liaise and follow up with Training Team to ensure Quality Team is updated on new product updates, process and procedure changes
Liaise and communicate with Operations Supervisors on Agent Feedback Acknowledgment and Dispute Process and provide improvements feedback related.
Review, monitor and Audit the analyst to identify their skill gaps for their performance improvement.
Requirements
Bachelor's degree in a relevant field
Minimum 5 years of experience in a quality assurance role, preferably in a service environment
Strong understanding of quality management principles, methodologies, and tools
Excellent analytical and problem-solving skills
Strong attention to detail and ability to effectively prioritize and manage multiple tasks
Excellent communication and interpersonal skills
Previous experience in a supervisory or leadership role is preferred
If you are passionate about ensuring high-quality service delivery and have a keen eye for detail, we would love to have you join our team as a Quality Supervisor. Apply now and contribute to the success of Mrsool!
Requirements
Bachelor's degree in a relevant field
Minimum 5 years of experience in a quality assurance role
Strong understanding of quality management principles
Excellent analytical and problem-solving skills
Strong attention to detail
Excellent communication and interpersonal skills
Previous supervisory or leadership experience preferred
