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Quality Analyst Supervisor (BPO)
40,000.00 - 45,000.00
OBP’s ideal candidate for the Quality Analyst Supervisor role can foster a culture that values quality, process excellence, and continuous improvement to meet our business goals. To learn more about this opportunity, click ‘APPLY!’
Job Summary
HMO on Day 1
Receive promising perks and rewards
Experience travel opportunities
Get recognized for what you do
Achieve work-life balance
Improve exponentially with enhanced learning
Responsibilities
The BPO Quality Analyst Supervisor will be responsible for maintaining high levels of quality while ensuring compliance with regulatory requirements and company policies for the BPO services. The supervisor will oversee a team of Quality Analysts and support staff in performing quality checks and audits.
Develop and implement quality assurance policies and procedures to ensure all BPO services meet or exceed the quality standards required by the clients. Supervise the team of Quality Analysts in conducting quality inspections, audits and checks.
Ensure compliance with regulatory requirements, industry standards, and company policies through quality assurance programs.
Establish mechanisms to identify areas for process improvements and create action plans to address the same.
Create and distribute regular reports based on the quality analysis process, results, and key metrics.
Foster a culture that values quality, process excellence and continuous improvement.
Regularly collaborate with internal teams and stakeholders to improve quality management efforts.
Identify opportunities to automate and streamline quality assurance processes and suggest software solutions to achieve the same.
Conduct regular training and coaching sessions for team members to improve their skills and knowledge.
Track and report on quality assurance trends, analysis results, and align metrics to meet client requirements
Develop and implement key performance indicators (KPIs) in collaboration with management to measure quality performance and implement corrective action plans to improve result
Other tasks that will be assigned by the Total Quality Manager and Operations Manager
Requirements
Bachelor's degree in a related field or equivalent work experience
3+ years of experience in quality assurance and BPO services
Excellent communication skills, with the ability to communicate effectively with all levels of employees and external stakeholders
Strong analytical skills, with the ability to analyze customer feedback and develop actionable insights
Ability to manage and lead a team of quality analysts and support staff
Proficiency with quality assurance software and tools
Knowledge of quality assurance best practices and standards including ISO 9001, Six Sigma, or Lean methodologies.
Experience with quality assurance requirements for regulatory bodies, including pre-certification inspections
Ability to identify opportunities to automate and streamline quality assurance processes
Strong organizational skills and attention to detail
Ability to work independently, while also collaborating with cross-functional teams to meet organizational and client objectives
Must be willing to work on shifting schedule and holiday
