Operations Quality Supervisor

Operations Quality Supervisor

Requirements

• Bachelor’s degree or 3 – 5 years of related business / management experience required.
• Supervisory experience of 2 years required
• Strong client relationship building capabilities
• Strong leadership skills, including change management.
• Initiative, detail orientation, strong analytical skills, and decisive decision-making skills.
• Ability to work with minimum supervision.

Responsibilities

• Supervises, coaches and provides feedback on performance of the Service Optimization Quality team.
• Responsible for promoting teamwork and cross training of employees, along with cross-functional cooperation.
• Manages offshore team ensuring appropriate onboarding, coaching and issue management.
• Serves as the escalation point on processes contained in the area for all internal and external business partners.
• Analyze Key Performance Indicator data, and identify process improvement opportunities.
• Make recommendations for systems enhancements or changes that would improve quality and/or productivity.
• Develop and manage processes to ensure consistency and accuracy of quality monitoring program ensuring calibration.
• Develop Quality measurement parameters and onboard processes for teams with new initiatives in the lines of business supported.
• Plans, assigns, and monitors the workflow of a group of exempt and non-exempt employees within an assigned functional area, maintaining optimum efficiency and cost effectiveness while ensuring that production standards are met and maintained.
• Follows the guidelines, requirements and policies of, Self-Assessment and Risk Management.
• Responsible for overseeing the system Entitlements for all Offshore Service Optimization employees including a quarterly attestation to ensure entitlements are properly administered and controlled.
• Works directly with the supported LOBs to review process and exception processes.
• Ensures expectations for departmental goals around: accuracy, turn time and production volume are met.
• Maintains daily, weekly, and monthly reporting of departmental activity, including production and quality reports.
• Ensures appropriate reporting of escalation of customer service, operational, and/or employee issues to Senior Management.
• Reviews area operational procedures on a monthly basis making recommendations to improve the overall efficiency of the area.
• Serves as point of contact for all internal audit requests.
• Manages the error correction policy and its administration for offshore processes.
• Works to integrate and improve processes by leveraging technology while also maintaining strict QC/QA controls to ensure adherence to departmental guidelines.
• Coordinates new hire training – provide feedback to new hires on departmental processes and procedures.
• Communicates across multiple levels of the organization in a concise and professional manner.

Preferred Qualifications

• Business process experience preferred
• Quality experience preferred
• Experience with Microsoft office products, such as Word and Excel.