Quality Assurance Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct weekly one-on-one meetings with direct report Quality Analysts to foster relationships based on mutual trust.

• Hold them accountable for making significant progress toward their personal and professional aspirations.

• Ensure the effective application of ClearSource leadership training tools, including the coaching process, one-on-one meeting format, People Analyzer, and Performance Self-Assessment.

• Review their achievement of the KPIs specified in their role definitions and hold each other accountable for commitments made.

• Regularly update the People Analyzer and administer the Performance Self-Assessment to direct reports on a monthly basis.

• Collaborate weekly with your team to ensure teaching opportunities are available, supporting our approach to Successful Staff, enabling everyone to genuinely say “I love my job.”

• Ensure the needs of Operations leadership, Learning and Development, and Clients as the primary customers of the Quality department are met while identifying areas for improvement.

• Attend quality meetings and client discussions on a weekly basis.

• Provide weekly reports on quality metrics, ensuring evaluation targets and both agent and account level target scores are achieved.

• Meet weekly with L&D and Leadership teams to review quality trends and derive actionable insights for improvement plans aimed at achieving quality targets.

• Weekly, verify accuracy in the quality dashboard by cross-referencing data in the quick sight dashboard with raw data to confirm the correctness of the quality report.

⛳️ Requirements

• A Bachelor's Degree is preferred.

• Must have a good attendance record.

• No disciplinary or corrective actions in the past 6 months.

• At least 1 year of QA tenure at ClearSource.

• Strong communication skills are essential.

🏝️ Benefits

• Competitive salary.

• Medical and dental insurance (with free dependents).

• Group life insurance.

• Paid time off (PTO).

• Excellent career advancement opportunities.

• A passionate, energetic, and innovative work culture.

• A friendly, team-oriented environment.

• Opportunities for skills and leadership development.