Quality Assurance Supervisor at Buwelo BPO

• As the Lead QA, your primary responsibility is to ensure that the QAs are guided with their daily tasks from verifying audit compliance and assessing audit feedback, to coaching and mentorship.
• You will need to evaluate the audit quality for the QAs assigned to your project and provide progress reports for each QAs.
• You will need to be able to gather data and provide reports of the audit feedback, QA trends, agent behaviours, and brainstorm with the QA and production team any recommendations for improvement and solutions.
• You should be able to communicate with the production leadership team effectively and efficiently, ensuring all updates and concerns are relayed accurately and timely from and to QAs.
• You should be able to suggest, create and provide training.
• You should be able to facilitate QA calibrations with the project internally and can actively participate in calibrations with the client.
• You should still be able to work on the audits required.
• You should be a team player, be able to set a good example to the team, confident, and be able to foster a positive and productive work environment for the project-specific team, QA
• Department and with the company.
• Your goal should be on how QA team can continuously progress and contribute to the development and success of the project you are assigned with, and Buwelo as a whole.

Requirements:

• Must have experience in the Contact Centrer industry
• Must have experience as a QA
• Agent experience is a +
• Proficient English level