Job Summary
The Quality Assurance Supervisor is responsible for supporting day to day quality assurance operations to ensure established KPIs and SLAs are consistently met. This role partners cross departmentally to oversee and support recheck investigations, ensuring work is completed accurately, efficiently, and in alignment with client expectations. This position plays a key role in identifying trends, escalating quality concerns, and driving continuous improvement across teams. This position requires strong attention to detail, sound judgment, and the ability to collaborate effectively with internal stakeholders.
Duties and Responsibilities
- Support the Senior Manager of Quality and Director in overseeing recheck workload management and related quality processes
- Ensure recheck investigations are completed accurately, timely, and in alignment with client expectations and internal standards
- Serve as a point of escalation for client and internal quality related questions, including:
- Quality Action Plans
- Quality Account Reviews
- Quarterly Business Reviews
- Client escalations
- Identify opportunities to improve workflows, increase efficiency, and drive continuous process improvements
- Assist with onboarding and training of new team members, ensuring understanding of quality standards and procedures
- Manage and maintain ZenDesk queues to ensure timely intake, tracking, and resolution of quality related requests
- Create, update, and maintain departmental documentation, standard operating procedures, and training materials
- Monitor team performance to ensure individual and team goals, KPIs, and quality expectations are being met
- Provide ongoing guidance, feedback, and support to quality assurance team members
Please note that this job description is meant to give a basic understanding of the position and does not cover every part of the job duties and requirements. InformData reserves the right to change or assign other duties to this position at any time.