QA Supervisor - BPO

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.

Are you ready to be one that AIMS HIGHER. REACHES FARTHER when achieving results in a fast-paced environment? Can you ACT BOLD.BE PASSIONATE in attracting the right talent? Can you BE ONE.HELP MANY when meeting deliverables? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION?

JOIN OUR TEAM TODAY!

ESSENTIAL FUNCTIONS 

• Oversees the QA team’s day-to-day activities 

• Tracks the attendance of QA Analysts 

• Tracks the daily, weekly, monthly, and annual performance of QA Analysts 

• Helps establish standards governing customer interactions and implements monitoring programs 

• Collates audits done by Quality Analysts, summarizes observations, formulates actionable recommendations, and reports such to leadership 

• Joins performance reviews to present Quality observations, recommendations, and progress of action items 

• Coordinates with Operations Supervisors and Managers on matters related to Quality 

• Independently creates templates for audit forms or reports 

• Conducts Audit the Auditors as a review for audits done by QA Analysts 

• Assists the QA Manager in developing, implementing, and leading key process improvement efforts 

• Coaches and mentors Quality Analysts 

• Enrolls Quality Analysts in a performance improvement plan if applicable 

• Imposes corrective actions for Quality Analysts when necessary 

REQUIRED EDUCATION AND EXPERIENCE 

• Must have at least 2 years of QA Supervisor experience 

• Should possess strong analytical skills 

• Must have strong written and verbal communication skills since this role requires to be in communication with leaders and clients 

• Must have intermediate knowledge of Office applications (Excel, PowerPoint, Word or equivalent Google applications), and experienced in creating reports from scratch 

About Continuum Global Solutions, LLC 

Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com. 

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.