Call Center Quality Assurance Supervisor

Position Overview:

The Call Center Quality Assurance Supervisor will help PerfectServe establish quality guidelines for employees. The Call Center QA Supervisor must analyze data in order to develop plans to recruit, motivate, and encourage employees while striving to improve processes and support quality. The Call Center Quality Assurance Supervisor will strive to create the best experience possible for our customers and employees. They ensure that their employees, services, and processes meet the needs of our customers. They help design and enforce quality controls in order to maintain company standards. They also help communicate expectations to employees and provide coaching and corrective action when needed.  The Call Center Quality Assurance Supervisor must be excellent communicator with a strong desire to help others.  The Call Center Quality Assurance Supervisor will leverage empirical data to recommend changes to policy and process to improve customer experiences. 

Key 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

PerfectServe Success Factors:

• Understanding of the healthcare and customer support industry, PerfectServe’s business, and the current and future marketplace.
• Awareness of customer needs and how PerfectServe’s programs and services address those needs.
• Drive innovative thinking and influence others to adopt changes for improved performance.
• Exhibit flexibility and tolerance for ambiguity in a dynamic healthcare technology industry.

Essential Qualifications:

• 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

PerfectServe is committed to complying with all applicable state and federal laws prohibiting employment discrimination. Reasonable accommodations are provided to applicants and employees in accordance with disability discrimination laws. Individuals with disabilities are encouraged to participate in an interactive process to identify reasonable accommodations without undue hardship.

This job description does not encompass all activities, duties, or responsibilities required of the employee.

PerfectServe, Inc. is an Equal Opportunity Employer (EOE) — M/F/D/V.