Clark | Quality Supervisor - Business-to-Business Account

Position Summary:

The Quality Supervisor for Contact Center Quality supports Transaction Monitoring requirements, and/or Sales Verification (as applicable) requirements for a program or a vertical account either within a site and/or across multiple locations. This incumbent will supervise all Quality Coaches and/or Sales Verification Representatives, if applicable. This individual is responsible for the accuracy of evaluations, analysis and overall performance of Transaction Monitoring (Quality Coach) Team. Additionally, this supervisor is responsible for their staff’s development. The supervisor is responsible for the proactive identification of account level performance related opportunities by KPI up to and including customer experience (CSAT) drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by client program. Additionally, the Quality Supervisor works closely with the Quality Analyst and Quality Manager in support of a program or group of programs.

Overall Responsibilities:

• Maintain and monitor accurate performance trends for each direct report as overall team level performance.

• Manage resources across the assigned vertical/portfolio (i.e. personnel schedules, technology by account needs).

• Evaluate and manage levels of staff effectiveness by partnering with operations to create improvement action plans.
• Ensure facilitation and coordination of calibration process and sessions (both internal/external)

• Develop and maintain strong working relationships with internal operations personnel and clients.

• Establish rapport and effective working relationships with client services and vertical/portfolio business owners in order to understand specific needs for their accounts.
• Oversee and administer audits of key support processes within each account.

• Conduct periodic audit of staff and departmental processes and recommends change.
• Ensure consistent application of the quality process/system.
• Regularly Observe Team Manager coaching sessions (TRIAD), provide immediate feedback, suggests ways and means to improve sales performance of their teams
• Create, facilitate, and/or revise training materials and documents to equip staff with fundamental skills and knowledge
• Perform needs analysis for training new hires for the account, as required.
• Responsible for day-to-day functional supervision of non-exempt work group, including work assignment, performance, and attendance oversight; administers Transaction Monitoring team coaching and development and all associated performance management responsibilities, drives input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.