The Quality Assurance Supervisor in the vendor operations is responsible for monitoring and evaluating vendor interactions to ensure compliance with company standards and policies. This role plays a key part in enhancing vendor satisfaction by identifying areas for improvement, providing constructive feedback to agents, and supporting continuous quality enhancement across the vendor operations.
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Key Responsibilities
- Lead and oversee the quality monitoring framework for inbound and outbound vendor interactions, ensuring alignment with established quality standards and business objectives.
- Review and validate call evaluations conducted by QA officers to ensure consistency, accuracy, and fairness across all assessments.
- Analyze performance trends and quality insights to identify systemic gaps, root causes, and opportunities for operational improvement.
- Drive continuous improvement initiatives by translating quality findings into actionable recommendations and partnering with Operations, Training, and other stakeholders for implementation.
- Coach and guide QA officers to enhance their evaluation skills, calibration accuracy, and overall effectiveness.
- Ensure regular calibration sessions are conducted and standardized across teams to maintain evaluation integrity.
- Collaborate with the training team to design and refine training programs based on identified behavioral and performance gaps.
- Oversee the development and continuous enhancement of quality frameworks, scorecards, and evaluation criteria in line with evolving business needs.
- Ensure full compliance with internal policies, regulatory requirements, and data privacy standards.
- Own and manage the preparation of weekly, monthly, and ad-hoc quality performance reports, providing clear insights and executive summaries to stakeholders.
- Act as the main point of contact for quality-related escalations and ensure timely resolution.
- Support strategic initiatives related to vendor experience, customer satisfaction, and overall service excellence.
Qualifications
- Strong communication and interpersonal skills with the ability to provide clear, actionable feedback.
- High attention to detail and observation skills.
- Proficiency with CRM systems and call recording/evaluation tools.
- Good analytical and reporting skills.
- Excellent time management and organizational abilities.
Knowledge and Experience
3-4 years of relevant experience.
Education and Certifications
Bachelor Degree in a relevant field is required.
