PerfectServe is hiring a
Quality Assurance Supervisor

Summary

Join PerfectServe as a Call Center Quality Assurance Supervisor and help establish quality guidelines for employees. Analyze data to develop plans to recruit, motivate, and encourage employees while striving to improve processes and support quality.

Requirements

• Bachelor’s degree or equivalent experience
• Technical proficiency must be able to use computers and generate reports for quality software
• Ability to analyze data and determine root causes
• Must be able to create and review processes
• Must embrace and support change
• Strong communication skills
• Willingness to assist other departments to develop solutions and metrics
• Attention to detail

Responsibilities

• Create and manage quality forms used to measure performance
• Observe and score customer interactions according to quality standards
• Recommend and manage changes derived from quality results to improve the customer experience
• Own and manage customer satisfaction survey results (CSAT) and action items to improve and maintain high satisfaction
• Analyze data in order to find areas for growth
• Create reports to track progress
• Formulate and present ideas to increase productivity based on observations
• Review processes in order to ensure that they align with current trends