The Supervisor, Quality Assurance is responsible in communicating Customer Experience trends and updates to internal and external customers.
This position is cross skilled in 3 or more accounts and has expert analytical skills and provides advanced insights also a mentor to CX Analysts. The Role is an Expert Speech Analytics Search Builder and also conducts internal and external calibration, RCA sessions and doing audit the auditor and reviewing data set and deep dive analysis
We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX
In This Role You Will
Communicate with internal and external clients regarding enterprise, site, team, and agent performance
Evaluate, document, and analyze calls through Call Miner to identify employee performance, call center trends, and customer satisfaction levels
Facilitate calibration/listening sessions, RCA of client and customer escalations
Perform other duties, functions, and tasks that are incidental and inherent to the job.
Develop search-based categories utilizing customer and associate language in tangent with Boolean and Proximity Operators
Research and understand customer and associate language from multiple accounts
Innovate strategies and solutions for quality, verification's, and customer advocacy group behaviors
Properly document the different stages in the build process
Present and define Category and Score event language, statistics, and the process of development
To Join Our Team, You Need
Expertise on Customer Experience Standards- clients and internal customers
Two or more years of successful, progressively responsible experience in quality/performance management (experience leading teams as a Team Leader/Quality Lead is highly desired)
6 months of experience with Speech Analytics
A Bachelor’s/College degree or equivalent experience
Expert computer and software skills; proficient in Microsoft Office: Word, Excel and
PowerPoint; and other QA tools: SharePoi
📌 Supervisor, Quality Assurance (India)
🏢 ResultsCX
📍 India
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