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- Tasks: Lead a team of auditors to ensure top-notch customer service quality.
- Company: Join a global organization committed to exceptional customer experiences.
- Benefits: Enjoy a full-time role with flexible hours and opportunities for growth.
- Why this job: Make a real impact on quality assurance practices and team performance.
- Qualifications: Experience in leading QA teams and strong analytical skills required.
- Other info: Lean Six Sigma certification is a plus; conflict resolution skills are essential.
The predicted salary is between 28800 - 43200 £ per year.
Job Description
As a Quality Assurance Supervisor, you will play a key role in ensuring the delivery of exceptional customer service across our global operations.
We are seeking a proactive Quality Assurance Supervisor to lead a team of auditors and serve as the primary point of contact for Customer Service Supervisors, to drive performance improvements and uphold high quality standards.
This role will report to Quality Assurance Deputy Managers overseeing quality for various areas of the Business, while maintaining effective communication with both internal and external stakeholders.
You will manage team performance, resolve audit disputes, provide detailed action plans for advisor performance improvement, and ensure that quality standards are consistently met across the Customer Service team.
This is an exciting opportunity to have a significant impact on the development of Quality Assurance practices supporting the global operation and performance outcomes across the Organisation.
The position is full time with a typical working pattern of Monday to Friday between the hours of 09:00-17:30, however full flexibility is required.
Skills, Qualifications and Experience
- Background in leading Quality Assurance teams within a multi-site, multi-operation environment.
- Strong analytical and problem solving skills, with the ability to perform root cause analysis, identify trends and develop actionable insights.
- Proven experience in developing detailed performance improvement plans and working closely with front line teams to drive results.
- Solid understanding of customer service principles, Quality Assurance standards, and industry best practices.
- Proven leadership and stakeholder management skills, with experience in conflict resolution, handling performance issues, motivating teams and effectively engaging and collaborating with internal and external stakeholders.
- Demonstrated ability to drive continuous improvement initiatives and foster a culture of quality and excellence, supported by Lean Six Sigma Green Belt certification or equivalent experience.
- Experience in collaborating with senior leadership to implement strategic quality initiatives.
Main Responsibilities
- Leading and managing a team of Quality Assurance Auditors, ensuring the completion of quality audits within defined SLAs.
- Leading calibration sessions between teams and across locations.
- Performing spot checks and functioning as a Master Calibrator for teams and sites.
- Serving as the key point of contact for all stakeholders, providing clear communication on quality assurance matters and guiding Customer Service Supervisors with detailed action plans to enhance team performance.
- Developing and sharing customised quality reports for supervisor groups, highlighting trends, opportunities for improvement and actionable insights at the team level.
- Addressing performance issues within the team, offering 1:1 support and guidance to foster improvement and growth.
- Managing conflicts within the team and with external stakeholders, ensuring timely resolution and maintaining productive working relationships.
- Addressing and resolving audit disputes promptly and accurately.
- Driving continuous improvement initiatives, enhancing quality assurance processes and refining business workflows across the organisation.
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Quality Assurance Supervisor, Customer Services employer: ZipRecruiter
Contact Detail:
ZipRecruiter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Supervisor, Customer Services
✨Tip Number 1
Familiarize yourself with the latest trends in Quality Assurance and customer service principles. This knowledge will help you demonstrate your expertise during interviews and discussions with stakeholders.
✨Tip Number 2
Highlight your leadership experience by preparing specific examples of how you've successfully managed teams and resolved conflicts in previous roles. This will showcase your ability to lead a team of Quality Assurance Auditors effectively.
✨Tip Number 3
Network with professionals in the Quality Assurance field, especially those who have experience in multi-site operations. Engaging with them can provide valuable insights and potentially lead to referrals.
✨Tip Number 4
Prepare to discuss your experience with continuous improvement initiatives and how you've implemented them in past roles. Being able to articulate your approach to driving quality and excellence will set you apart from other candidates.
We think you need these skills to ace Quality Assurance Supervisor, Customer Services
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Quality Assurance Supervisor position. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in quality assurance and customer service. Emphasize your leadership skills, analytical abilities, and any specific achievements that demonstrate your capability to drive performance improvements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for quality assurance and customer service. Use specific examples from your past experiences to illustrate how you have successfully led teams, resolved conflicts, and implemented improvement initiatives.
Highlight Continuous Improvement Initiatives: In your application, make sure to mention any continuous improvement initiatives you have led or participated in. Discuss how these initiatives have positively impacted team performance and quality standards in previous roles.
How to prepare for a job interview at ZipRecruiter
✨Showcase Your Leadership Skills
As a Quality Assurance Supervisor, demonstrating your leadership abilities is crucial. Be prepared to share specific examples of how you've successfully led teams in the past, resolved conflicts, and motivated team members to achieve high performance.
✨Highlight Your Analytical Skills
This role requires strong analytical and problem-solving skills. During the interview, discuss your experience with root cause analysis and how you've identified trends to develop actionable insights that improved customer service quality.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle performance issues and audit disputes. Think of real-life situations where you successfully navigated challenges and be ready to explain your thought process and outcomes.
✨Demonstrate Your Understanding of Quality Standards
Make sure to convey your solid understanding of customer service principles and Quality Assurance standards. Discuss any relevant certifications, like Lean Six Sigma Green Belt, and how they have influenced your approach to quality assurance in previous roles.
