Quality Assurance Supervisor

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ClearSource BPO

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

📡 Telecommunications

B2B • SaaS • Telecommunications

ClearSource BPO is a leader in integrating technology and innovation to provide cutting-edge solutions for customer experience management. The company utilizes artificial intelligence, speech analytics, generative AI, workforce management, agent assist, and automation to enhance customer care. ClearSource operates globally, with sites in the USA, India, Costa Rica, and the Philippines, supporting industries like renewable energy, financial services, healthcare, and eCommerce. Their approach focuses on quality solutions that ensure first-contact resolutions and building meaningful customer relationships. ClearSource is committed to exceptional customer service, driving growth and loyalty for their clients through seamless interactions and a focus on reducing costs and enhancing brand reputation.

📋 Description

• Weekly, hold one-on-one meetings with direct report Quality Analysts to: Build relationships of mutual trust • Hold them accountable to making meaningful progress toward their dream and career goals • Ensure and assess their implementation of the ClearSource leadership training tools (the coaching process, one-on-one meeting format, People Analyzer, and Performance Self-Assessment) • Review their attainment of the KPIs outlined in their respective role definitions. Hold each other accountable to commitments made. • Update your People Analyzer and, monthly, administer the Performance Self-Assessment to direct report. • Weekly, coordinate with your team to ensure: Teaching opportunities are provided which support our approach to Successful Staff, so that each person can honestly say “I love my job.” That the needs of Operations leadership, Learning and Development, and Client as the primary customers of the Quality department, are being met and identify opportunities for improvement. • Weekly, attend quality meetings and client discussion. • Weekly, provide reporting on quality metric, evaluations targets are achieved, agent level and account level target scores are achieved. • Weekly, meet with L & D and Leadership teams to review quality trends and actionable insights to use as improvement plans to achieve quality targets. • Weekly, review accuracy in the quality dashboard by cross checking data in quick sight dashboard and raw data to confirm accuracy of the quality report.

🎯 Requirements

• Bachelor's Degree is preferred • With good attendance record • With no disciplinary or corrective actions for the last 6 months • With minimum of 1 year QA tenure in ClearSource • Effective communications skills

🏖️ Benefits

• Competitive salary • Medical and dental Insurance (with free dependents) • Group life insurance • Paid time off (PTO) • Outstanding career growth • Passionate, energetic & innovative work culture • Friendly, team-driven environment • Skills and leadership development