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QA Supervisor - Call Centre

QSCC-R-W-42503
£12.82 per hour
Temporary
Town

Job Title: QA Supervisor 

Temporary, 12 weeks with possibility for longer term employment

Location: Working from home

Hours: 37.5 hours, Monday - Sunday shifts between 7am-11pm

Salary: £12.82 per hour

Working closely with the Senior QA Manager, the QA Supervisor will be responsible for monitoring the productivity and managing the QA advisor team within the call centre.

Day to day duties will include:

 

Own the day to day workload management of QA advisors, ensuring that we complete our workload and meet deadlines 

Produce reporting and insight to show current performance and escalate potential issues to Senior QA Manager, as well as ops managers 

Manage the calibration process as set out by  Senior QA Manager 

Ensure consistency of QA assessments by performing dip checks and providing feedback to QA advisors 

Complete 121s for the QA Team, and providing coaching and guidance to the wider QA team 

Manage any disputes from operational teams, and track common themes to address knowledge gaps within the QA team 

Support the Senior QA Manager in identifying gaps in current processes, and suggest effective remedial action 

Liaise directly with the client as required 

 

As a person you will need the following qualities and experience: 

Experience of leading and managing a team in a call centre environment 

Experience in a Quality Assurance role  

Experience of upskilling a new team 

Knowledge of Quality Assurance best practice and how to implement closed loop feedback processes 

Ability to effectively manage disputes 

Ability to produce concise reporting through use of Excel 

Ability to quickly build effective working relationships with a variety of stakeholders 

Working knowledge of regulatory requirements’

  

Workforce Staffing are responsible agents representing employers throughout the UK with temporary and permanent placement services. We operate from several prime locations and are likely to have an office right near you. Our team offer a unique service tailored to match your precise needs and can assist you with the following job categories; Clerical and Administration, Call Centre, Customer Services, Sales and Business Development, Secretarial and PA, Professional and Management.

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