Job Summary: The Quality Assurance (QA) Supervisor will be responsible for managing QA staff, ensuring timely and effective implementation of all company’s policies, procedures, and maintaining a system of quality and reliability testing for the products and development processes. Reports directly to QA Manager.
Qualifications
Requirements
Customer service experience
Oral and written communication skills
Analytical thinking and problem solving
Being detail-oriented and capable of delivering a high level of accuracy
A desire to see others succeed and willingness to help team members achieve their goals
Strong organization, critical thinking and follow-up skills
Ability to review and analyze metrics
Quick thinking and problem-solving skills
Ability to identify customer trends
Excellent phone skills and ability to control calls
Poise and composure under pressure
Interview skills
Responsibilities
Key Responsibilities:
Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
Maintain accurate metrics of direct reports’ individual performance as well as overall team level performance.
Communicate and train personnel on new directives, policies, or procedures to QA staff to explain changes, answer questions, and maintain morale.
Lead quality task forces/action plans with Business stakeholders (Quality Leadership, Operations, Client and Account Management). Conduct analysis on quality performance and be responsible for identifying trends, determining root cause, presenting findings both internally and externally, and leading corrective action plans.
Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate.
Perform root cause analysis investigations for customer complaints and quality failures.
Assist QA Manager on special projects and act as liaison in absence of Manager.
Generate monthly reports and perform mock recalls.