Quality Analyst Supervisor - Kl

Overview Job SummaryThe Quality Assurance (QA) Supervisor will be responsible for managing QA staff, ensuring timely and effective implementation of all company's policies, procedures, and maintaining a system of quality and reliability testing for the products and development processes.Reports directly to QA Manager.Qualifications RequirementsCustomer service experienceOral and written communication skillsAnalytical thinking and problem solvingBeing detail-oriented and capable of delivering a high level of accuracyA desire to see others succeed and willingness to help team members achieve their goalsStrong organization, critical thinking and follow-up skillsAbility to Review and Analyse MetricsQuick Thinking and Problem-Solving SkillsAbility to Identify Customer TrendsExcellent phone skills and ability to control callsPoise and composure under pressureInterview Skills Responsibilities Key Responsibilities:Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirementsMaintain accurate metrics of direct reports' individual performance as well as overall team level performanceCommunicates and trains personnel on new directives, policies, or procedures to QA staff to explain changes, answer questions, and maintain moraleLead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client and Account Management).Conducts analysis on quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plansEnsure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriatePerform root cause analysis investigations for customer complaints and quality failuresAssist QA Manager on special projects and act as liaison in absence of ManagerGenerate Monthly reports and perform Mock Recalls