KPWA QA Supervisor (external) at VXI Global Solutions, Austin, TX
KPWA QA Supervisor (external) at VXI Global Solutions in Austin, TX. Full-time. Est. up to $60k. Apply with swipeandhired.
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Roles & Responsibilities
- Quality Supervisor
- Handle executive complaints (investigating and updating tracker)
- Facilitates internal and external calibration in the absence of a QA supervisor
- Provides coaching and feedback to Quality Analysts regarding their performance
- Attends regular calibration with client and operations
- Conducts team meeting to discuss quality updates
- Sends out QA evaluation report
- Take calls if there is a need to assist operational needs
- Updates required reports
- Cascades Quality updates and minutes from client calls as per defined SLA
- Conducts QA talk and/or Call listening sessions during New hire training
- Reviews monitors done by QA specialist by reevaluating their calls
- Raise timely alert report for fatal defects
Core Competencies
Minimum level of proficiency: N – Novice, I – Intermediate, A – Advanced, S - Strategic
Core Competency
Proficiency
Drive for Results
I
Communication
I
Resourcefulness
I
Building Relationships
I
Developing People
I
Culture Building
I
Technical Competencies
- Coaching and mentoring skills
- Team management skills
- Should have gained mastery of call handling skills through phone time
- Strong customer service orientation
- Excellent documentation skills: preferably proficient in working with MS Word, Excel and Power point
- Knowledge in problem solving techniques and data analysis
- Excellent oral, written and interpersonal communication skills
- Resourceful and can work under pressure
- Exceptional analytical and listening skills
- Attentive to details and is results-oriented
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!