JOB TITLE: Quality & Training Supervisor
LOCATION: TC Santiago
Working Model: On site
GENERAL DESCRIPTION OR PURPOSE OF JOB:
The Quality & Training Supervisor's role is crucial in ensuring the deployment, implementation, and support of the Customer Care quality & training management system. This includes monitoring results, identifying training needs, and collaborating with preventive and corrective actions (CAPA) to contribute to customer satisfaction and compliance with quality standards. The specialist supports all activities related to the department and company, ensuring that all quality & training standards are met. Their main responsibility is to ensure compliance with company quality & training standards, while also monitoring key performance metrics to improve overall customer satisfaction.
RESPONSIBILITIES / ESSENTIAL FUNCTIONS:
Monitor assigned areas to maintain the workflow to ensure customer service/satisfaction quality assurance.
Technical Quality Assurance.
Create and review the training outline to ensure customer care employees are meeting expectations based on identified training needs during QM
Track key quality assurance metrics while monitoring indicators of each area to form action plans to improve strategies.
Spearhead motivational activities to improve post-call survey results.
Monitor the calls from a technical standpoint, collecting, analyzing, and visualizing call center data for insights.
SPECIFIC TASKS:
Actively engage in team meetings to analyze customer service trends, provide insights on agent review feedback, and strategize the implementation of quality & training management initiatives.
Drive customer satisfaction initiatives by enhancing product quality and optimizing workflow through comprehensive audits.
Work with trainers, QA auditors and the leadership team to create and execute training programs to increase performance and customer satisfaction.
Ensure the execution of new hire training program according to the defined outline and expectations.
Manage various aspects of payroll, including overtime, absenteeism, tardiness, incentives, permits, and disabilities.
- Maintain meticulous attendance records and compile daily absence and presence reports for each shift.
- Maintain a skill matrix with a flexibility rate of over 85% to ensure effective resource allocation and task delegation.
- Keep the quality & training manual updated with the latest procedures and protocols.
- Create and coordinate on-demand training sessions for staff to ensure adherence to quality parameters.
- Gather pertinent data to populate the quality log and conduct thorough analysis for actionable insights.
- Utilize call center data analysis techniques, adhering to Jostens Standards, to predict customer trends and identify areas for improvement.
- Provide constructive feedback to employees, highlighting improvement areas and trends for development.
- Conduct regular call monitoring and sampling, with agents categorizing calls as per queue requirements, utilizing Call monitoring platform.
- Monitor key quality assurance metrics and track KPIs, furnishing upper management with comprehensive analytics reports for informed decision-making.
- Recommend process and policy enhancements, refresher training, and/or PIP based on analytical reports to drive continuous improvement efforts.
- Contribute actively to call calibration sessions to assess and improve agent performance consistency.
- Identify opportunities for process enhancements, updating Standard Operating Procedures (SOPs) accordingly.
- Implement and ensure adherence to the company's policies governing customer service quality and training.
- Ensure meticulous documentation of all processes, procedures, and quality assurance and training related activities.
SUPERVISION OF OTHERS:
Number of people DIRECTLY supervised
Title(s) or Grade Level(s) of direct report(s)
5+
Quality Auditors, Training & Development Specialists, Trainers
JOB REQUIREMENTS/SPECIFICATIONS: Note that (i) computer literacy and working-level skill with the basic MS Office suite (Word, Excel, Outlook, Explorer), (ii) good verbal and written communication skills, (iii) good interpersonal skills, and (iv) the ability to work well both individually and in a team, environment are default requirements for all Jostens exempt and salaried nonexempt employees.
Required:
+2 years? experience in Contact Center
Excellent attention to detail
Advanced in English
Effective verbal communication
Strong analytical and problem-solving skills
Clear and logical thinker
Self-motivated, results-oriented, and very well organized
Ability to work overtime and weekends, as needed.
MO package
Data Analytics
Supervisor experience
Have an educational background or recognized certifications in communications, quality management, or related fields.
Have report writing, data visualization, and presentation skills.
Knowledge and experience tracking key customer service QA metrics.
Preferred:
Supervisory experience
Kaizen certification-Continuous improvement.
ISO 9001
CONTACTS AND COMMUNICATIONS:
Internal: Auditors, operation workers. Operation managers, Supervisors/Production Managers and Co-Workers, to monitor and guarantee products and processes with the standards required by customers.
External: Clients.
Other Benefits:
Gas and phone subsidy
Weekly Payment
2 way free transportation
Law Benefits
Complementary Medical Insurance
Pharmacy and Optic Center benefits
Internal Cooperative
Referral Program
Growth Opportunities
