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Quality Assurance Supervisor

Company: HomeServe USA
Location: Chattanooga
Posted on: June 23, 2022

Job Description:

HomeServe is a Great Place to Work, and while we're biased, we're not just saying that. We're proud to have been certified as a Great place to Work the last three years. What does HomeServe do and what makes it so great? Well, we're glad you asked!We put people at the heart of everything we do. That's priority number one for all of us. For the 4.7 million Customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,000 municipal and utility Partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 2,500 People working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.No matter your role at HomeServe, you're part of a growing global team that's collectively working to make home repairs and improvements easy. From our businesses in the U.S. and Canada, to those in the U.K., Belgium, France, Japan, Portugal and Spain, we have a shared vision to be the world's largest, most trusted provider of home repairs and improvements. Our ambition is to do every job, in every home.Position Overview:The Quality Assurance Supervisor reports to the Quality Assurance Manager and partners with the call center and Automation leadership to ensure that insights around the overall compliance and customer experience meets company and partner expectations. As a strong communicator and person of influence, the Supervisor, Quality Assurance will work in a collaborative manner to help operations recognize areas of success and development to further enhance the customer journey.Responsibilities:

  • Has day to day management control of Compliance staffing and recommending / implementing changes to methods.
  • Ensure agents meet daily, weekly, and monthly corporate and partner goals through effective productivity measures and performance management
  • Monitor live calls and scored calls and provide feedback to representatives regarding strengths and weaknesses
  • Collaborate with trainers and quality assurance representatives to establish a positive team environment that supports and reinforces best-in-class customer service practices
  • Complete necessary departmental reporting
  • Track, monitor and distribute workload balance and ensure the departmental capacity plan is up to date and in line with budget expectations
  • Sensitive audits as needed (Fraud, customer abuse, etc.)
  • Calabrio archive audio requests as needed for review
  • Manage data entered into Knack for accuracy /consistency (agent, partner, supervisor, etc.)
  • Review QA disputes
  • Receives assignments in the form of objectives and determines how to use resources to meet schedule and goals.
  • Provides guidance to subordinates within the latitude of established company policies.
  • Recommends changes to policies and establishes procedures that affect performance.
  • Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
  • Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
  • Acts as advisor to subordinates to meet schedules and/or resolve technical problems.
  • Develops and administers schedules, performance requirements, may have limited budget responsibilities.
  • Partner with team and automation supervisors and leads to ensure agents meet corporate and partner key performance indicators (KPI's).
  • Collaborate with trainers, automation team, and other compliance and quality assurance representatives to establish a positive team environment that supports and reinforces best-in-class customer service practices.
  • Maintain proper documentation of call performance and associated corrective measures as applicable.
  • Monitor external vendor's compliance assurance program to ensure standards and scoring are aligned with internal measurements and guidelines.
  • Provides professional feedback and accurate, detailed reporting to engage external vendors.
  • Conduct and participate in calibration meetings with both internal and external stakeholders as well as management calibration sessions.
  • Stay up to date on new products, procedures and marketing initiatives.
  • Develop and initiate standards and methods for scanning and evaluation.
  • Directs employees engaged in monitoring and tabulating data concerning process, compliance and quality.
  • Analyzes and resolves work problems, or assists employees in solving work problems.
  • Initiates or suggests plans to motivate employees to achieve work goals.
  • Maintains time and production records and payroll.
  • Confers with other supervisors to coordinate activities of individual departments.
  • Interfaces with other Departments and the internal training team to develop and implement training programs as required. Job Requirements:
    • A bachelor's degree in a related field or two (2) years of relevant .
    • Two (2) years of supervisory experience which required time management and organizational skills.
    • A minimum of 6 months of experience performing compliance/quality assurance in a call center environment.
    • High level of attention to detail.
    • Proficiency in MS Office products and in the use of a personal computer.
    • Ability to help develop and be solely responsible for implementing the tactical operating plan with limited assistance required.
    • Must be able to implement metrics-driven plans and make tactical adjustments as necessary with limited assistance.
    • Ability to analyze key data and create actionable tactics.
    • Ability to identify, adjust, and implement best practices.
    • Ability to manage and maintain a high performing team that models the principles and values of the company with little assistance.
    • Must be able to communicate effectively and professionally, verbally and in writing, to all segments of the company.
    • A minimum of 12 months of experience working in a call center.
    • Must be available to work Monday through Friday from 8 AM - 5:30 PM.
    • High level of attention to detail
    • Experience monitoring call center agents for compliance/quality assurance metrics is a huge plus
    • Exceptional communications skills (both verbal and written)
    • Good interpersonal, influencing and team building skills
    • Ability to multi-task, prioritize deliverables and meet deadlines in a fast-paced environmentIn return, we offer:
      • Competitive compensation
      • Career development and advancement opportunities
      • Casual attire throughout the week
      • Friendly, open and team oriented work atmosphere
      • Excellent benefits including generous medical, vision, dental and life & disability insurance
      • 401(k) plan with a company match
      • Opportunity to buy HomeServe stock with a company match
      • Eligibility to enroll in up to two HomeServe coverage plans paid for by the companyHomeServe USA is an equal opportunity employer.

Keywords: HomeServe USA, Chattanooga , Quality Assurance Supervisor, Other , Chattanooga, Tennessee

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