Quality Supervisor, Client Services

JOB TITLE: Quality Supervisor, Client Services
LOCATION: SPI Santiago

GENERAL DESCRIPTION OR PURPOSE OF JOB:

The role of the CS Quality Supervisor is crucial in ensuring the deployment, implementation, and support of the South Campus quality management system. This includes monitoring results and collaborating with preventive and corrective actions (CAPA) to contribute to customer satisfaction and compliance with quality standards. The specialist provides assistance and support in all activities related to the department and company, ensuring that all quality standards are met. Their main responsibility is to ensure compliance with company quality standards, while also monitoring key performance metrics to improve call quality and overall customer satisfaction.

RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

Item
Responsibility/Function
%Time
1
Monitor assigned areas to maintain the workflow to ensure customer service/satisfaction quality assurance.
35%
2
Technical Quality Assurance.

15%
3
Track key quality assurance metrics while monitoring indicators of each area to form action plans to improve strategies.
15%
4
Monitor the calls from a technical standpoint, collecting, analyzing, and visualizing call center data for insights.
35%


SPECIFIC TASKS:

- Actively engage in team meetings to analyze customer service trends, provide insights on agent review feedback, and strategize the implementation of quality management initiatives.
- Drive customer satisfaction initiatives by enhancing product quality and optimizing workflow through comprehensive audits.
- Manage various aspects of payroll including overtime, absenteeism, tardiness, incentives, permits, and disabilities.
- Maintain meticulous attendance records and compile daily absence presence reports for each shift.
- Collaborate with clients to address QA Alerts, oversee order management, and facilitate timely follow-up while ensuring documentation with accompanying photos.
- Maintain a skill matrix with a flexibility rate of over 85% to ensure effective resource allocation and task delegation.
- Keep the quality manual updated with the latest procedures and protocols.
- 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 Verint in Five9 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 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.
- Ensure meticulous documentation of all processes, procedures, and quality assurance activities.

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
BPO

About Jostens:
Celebrating 125 years of business, Jostens has been a part of local communities, working with K-12 schools, colleges and universities, teams, and affiliation groups. Representatives from Jostens touch thousands of schools and groups every day, working to make a difference with products and services that recognize accomplishments and help people tell their stories. These products, along with resources for educators, yearbook curriculum, and services to help motivate and inspire like Jostens Renaissance® and Commitment to Graduate (C2G) are all designed to contribute to a positive and rewarding school experience. As a household name and leading brand in our market, we are passionate about being the most trusted partner in celebrating moments that matter. We are a mid-size company with a small-company feel, allowing us to move fast and explore innovative ideas.

Jostens is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.