Quality Supervisor
hace 3 semanas
As a Team Leader Quality, think of yourself as a medium for continuous improvement, not just for yourself and for your immediate team, but for the rest of the operational teams you will support. As Team Leader, you will supervise a team of Quality Analysts and work with them in developing methods and standards for quality. You will conduct audits, attend business reviews and calibration sessions, all meant to detect areas of opportunity. You will collaborate with other departments in addressing these areas of opportunities and help design new processes, guidelines, and policies as the larger team continues to strive for operational excellence.
Roles and Responsibilities:- Calculation of monthly audit targets and work distribution amongst QAs
- Gather inputs from QAs, basis audits, for briefings and training need identification
- Create Daily Briefing Documents for the TLs to cascade to the floor for continuous improvement
- Report performance for aligned span on a daily/weekly/monthly basis
- Based on common customer concerns, suggest process/system improvements with quantified improvement opportunity
- Attend the Weekly Business Review with Campaign TL/OM/Client
- Coordinate with Training to develop training needs analysis
- Participate in strategic projects for the campaign/LoB
- Interview, onboard and train new QAs
- Train aligned span on use of quality tools and analysis from time to time or as planned by the organization
- Complete weekly coaching sessions with the QAs
- Complete Audit-Over-Audit for the QAs on the team (Adherence to Legend/Rubric/Definitions of the QA Sheet, and assess the Quality of inputs, insight and opportunities captured by the QAs)
- Maintain performance stack rank for QAs; complete quarterly performance reviews and career pathing conversations
- Maintain data related to audits, calibrations, audit-over-audits
- Conduct cross-functional calibration sessions for QAs, Ops and Training
- Maintain change management log for the Quality Form and Rubric/Legend/Definitions
- Drive quality initiatives, contests and campaigns for the assigned span
- Be updated on knowledge and serve as SME for the campaign/LoB
- Ensure knowledge update of the aligned span
- Ability to use quality tools for analysis and data interpretation
- Advance Excel/Google sheets skills necessary to facilitate data management and analysis
- Problem-Solving and Process Improvement Skills
- Knowledge of Six Sigma / Lean principles (Preferred)
- At least 6 months experience in managing a team of quality analysts preferred
- Versatility and ability to manage multiple projects
- Ability to coach for performance
- Strong customer centricity
- Good written and verbal communication skills
- Logical thinking
- Ability to manage conflicts
- Ability to establish and maintain effective working relations with a wide variety of individuals
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