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.

Quality Assurance Supervisor

Key skills