Call Center Quality Assurance Supervisor

How will you drive value within the organization as a Call Center Quality Assurance Supervisor?

Work with the Director, Compliance and Quality Assurance to ensure that the QA and Monitoring programs effectively manage compliance risk and align with the organization’s Compliance Management System

Oversee employee workloads and schedules to ensure that the Quality Assurance team effectively meets the needs of the business

Provide training, guidance, performance coaching, and feedback to assigned staff

Work with the Director, Compliance and Quality Assurance to develop and maintain departmental operating policies and procedures to ensure maximum work effectiveness

Work collaboratively with business units to ensure compliance and improve quality

Participate in monthly QA calibration meetings between Compliance Department and operational department managers

Perform specialty QA and Monitoring reviews as needed

Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations

Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company

Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers

Perform additional assignments and special projects as required by the needs of the company or as directed by management

What should you already know to be successful as a Call Center Quality Assurance Supervisor?

Minimum of Bachelor’s degree required

Financial services industry experience preferred

Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching, and feedback to assigned staff

Demonstrated ability to establish and enhance processes to improve business results

Excellent interpersonal skills: friendly and tactful with the ability to influence others, exercise sound judgment, and effectively manage conflict

Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness

Ability to effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business

Strong verbal and written communication skills

Team player that can adapt in a fast paced and changing environment

Proficient computer skills with working knowledge of standard business applications; ability to quickly learn new computer applications as required

Ability to think strategically and deliver tactfully

Commitment to exemplifying the organizational core values and key competencies

Employment Requirements:

Remain in a stationary position up to 100% of the work day

Constantly operate a computer and other standard office equipment

Talk and hear to exchange accurate information

Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading

This job operates in a professional office environment

The noise level in the work environment is usually moderately quiet

The position does not require travel