Job description

Quality Assurance Supervisor

About ClearCaptions:
ClearCaptions, a leader in phone captioning services and equipment. More than 48 million Americans have some form of hearing loss. ClearCaptions service and equipment removes communication obstacles through its commitment to making lives better and adhering to the belief that every word matters. If you are looking for a wide-open field for real growth and opportunity, as well as making a difference in real peoples’ lives every day, look no further.

About the position:
The ClearCaptions Quality Assurance Supervisor position is an exciting, multi-faceted position that requires an effective candidate with varied skills and abilities. The Quality Assurance Supervisor will be accountable for supporting quality assurance operational objectives and contributing information and analysis to ClearCaptions leadership.
Specifically, the Quality Assurance Supervisor will have direct supervision of the Quality Analyst team, including all standard supervisory activities. The Quality Assurance Supervisor will perform tasks involving and identifying methods of improving quality and, collaborating with the Operations departments. This position will have responsibility for tracking Quality Analyst assignments and performance, quality initiatives and results, and offering recommendations for improvement at national and international contact center sites. This position reports directly to the Quality Assurance Manager.

Responsibilities:
Business:

• Analyze customer satisfaction data and recommend solutions to root causes across multiple lines of business.
• Adhere to and maintain Compliance standards.
• Analyze data to identify patterns, trends, and anomalies.
• Create reports, interpret data and utilize results to develop plans from resulting concerns or successes.
• Provide feedback of Quality data to internal/external leaders.
• Manage Quality Assurance team related reporting of system issues and improvements.
• Report progress of agents and sites and identify performance issues and provide suggestions for improvement.
• Lead and facilitate projects as assigned by Quality Manager
• Assist Quality Analysts to research, develop, document, and maintain policies, procedures, and guidelines.
• Coordinate and lead calibration sessions between ClearCaptions staff and call center staff, including scheduling, determining materials/transcripts for scoring, and creating and facilitating Quality-focused activities.
• Frequent and professional communication internally with ClearCaptions departments and externally with providers. Attend weekly Provider Meetings & Quarterly Business Reviews as scheduled.
• Ensure vendors have access to all Quality Assurance tools and resources necessary to access agent score evaluation as well as site reporting.
• Conduct monthly team and vendor calibration sessions to ensure consistent Quality Assurance scoring to improve results.
• Continuous review, improvement and documentation of Quality Assurance Program Metrics and Procedures.
• Prepare quality reports by collecting, analyzing, and summarizing information and trends on a daily, weekly, monthly basis.
• Foster open communication with Supervisors, Quality Assurance, Recruiting, Training and Recruiting teams and actively strive to develop strong working relationships with all provider personnel.
• Ability to travel to company and vendor sites to support quality and launch initiatives.
• Able to flex schedules as needed.

People:

• Oversee and own accountability for team of Quality Assurance Analysts and Quality Assurance Lead(s).
• Serve as a role model to Quality Analysts
• Assign weekly goals for evaluation calls.
• Serve as the first resource for team member questions and subject matter expertise
• Act as mentor and coach to Quality Assurance Analysts, initiating communication and follow-up as needed to Quality Assurance Analysts.
• Daily monitoring of elements of Quality Assurance team performance utilizing SalesForce, SuccessFactors and other available tools.
• Monitor and improve Quality Assurance team productivity and performance.
• Ensure productivity goals are met regarding the quality and quantity of call handling.
• Create and track the Quality Assurance team weekly QA assignments, scripts, and quality results.
• Participate in on-boarding of Quality Assurance Analysts, including 1:1 training of Quality Assurance processes, procedures, culture, technology, etc.
• Manages Timecards for the Team.
• Maintains and manages performance scorecards of Quality Analysts rolling up to performance management processes.

** Other roles & responsibilities as assigned

Minimum Qualification Requirements:

• 3-5 years of direct supervisory experience preferred (remote supervisory experience a plus).
• Experience specifically with Quality Assurance processes.
• Advanced written abilities to compose, present, quality reports and analysis.
• Coaching and mentoring experience a must.
• Comfortable with client facing interaction - building relationships, sensitivity, and handling conflict.
• Strong verbal and written communication skills - listening, questioning, explaining, presenting, and giving feedback.
• Strong analytical mindset.
• Able to multi-task effectively
• Strong PC skills in Microsoft Office Suite. Demonstrable Intermediate to Expert skill in Microsoft Excel
• Ability to manage, mentor, lead, and oversee a growing Quality Assurance team
• Available and able to travel to multiple domestic and international sites
• College degree or equivalent work experience

Physical Requirements:
Employees may experience the following physical demands for extended periods of time
Sitting, standing and walking (95-100%)
Keyboarding (70%+)
Viewing computer monitor, tablet screen, requiring close vision (70%+)

Work Environment:
Work is performed in a home office environment. Applicant must have a private, quiet space to work where confidential materials may not be accessed by others in the home. Travel to company and vendor sites, including some that are international will be required. Travel up to 10% of work time. This job is designed to spend time in each of the ClearCaptions call centers as well as, occasionally, at the corporate office in Roseville, CA. International travel may be required.

Disclaimer:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.

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