Found Description
Overview
The purpose of this position is to supervise all Quality Assurance, Administrators who support a program or a site and/or Supervisors, Customer Experience Quality by ensuring the accuracy of evaluations, analysis and overall performance of the Customer Interaction Quality Team and their development. The QA Supervisor proactively identifies account level performance related opportunities by KPI up to and including customer experience drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by client program.
Responsibilities
- Responsible for selecting, training, developing, and managing performance of direct reports; providing prompt and objective coaching and counseling.
- Administer IBEX policies and procedures to assure consistency.
- Support the Mission and Core Values of IBEX Global Solutions and act as a role model for these values t...