QPT Supervisor

Roles & Responsibilities:

 

• Provide clear insights into performance drivers and the levers which impact performance
• Compile and track performance of the QAs, SMEs and Trainer on team and individual level
• Ensure and maintain the quality of training
• Audit QAs and provide feedback for improvement
• Mentor and maintain QAs, SMEs and Trainers performance
• Ensure that all QAs, SMEs and Trainers are meeting their KPIs
• Hold weekly internal and external calibration sessions to ensure alignment on the quality guidelines
• Provide analysis, action plans and recommendations to the management
• Provide project and agent performance reporting, including statistical analysis and reporting
• Collaborate with trainers and QA to establish a positive team environment that supports and reinforces best in/out of class customer service practices
• Provide recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities
• Mentor and coach providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience
• Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)

Skills & Requirements:

• Fluency in English and German is a must
• +2 years of people management experience
• Quality/Training background is a must
• Experienced in dealing with the client and global team
• Knowledge of the processes and policies is a must
• Excellent in driving performance and performing analysis
• Excellent Microsoft Office and G Suite skills