Job Title:

Supervisor, Quality.

Job Description

The Supervisor, Quality is responsible for supporting Transactional Monitoring for a single/multiple clients with multiple programs or lines of businesses within a single site and supervises all on-site Quality Evaluators who support their assigned portfolio. This position is responsible for the skill level and development of the employees on their team, the attainment and accuracy of evaluations across assigned portfolio, and delivering quality related analysis and insights of overall program performance.Supervise work group, including work assignment and attendance monitoring; provide input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements; manage resources across the assigned portfolio of single client or site (personnel schedules, varying account needs)Maintain accurate metrics of direct reports individual performance as well as overall team level performanceConduct analysis on quality performance across single site or client and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plansEvaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plansLead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) for respective single site or clientEnsure consistent application of the quality process/system across assigned site or client including but not limited to calibration sessions, review the reviewer, insights and reporting; administration of applicable certification and training processes up to and including internal and client requirements

Internal Career Path Policies

· The game-changers must have the approval of his or her immediate supervisor to apply for the call.

· Required tenure: 6 months.

· Required performance: KPIs or goals on target for the business unit to which they belong in the last 3-month period (not average).

· Must not have active disciplinary actions.

· The game-changer may participate in only one process at a time.

· Comply with the learning paths of the Corporate University.

· Must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call.

· If you were evaluated by the PC psychologist for a vacancy and you were not selected, you must wait at least 2 months to reapply for that same position from which you did not pass

· The process is performed and/or outside working hours, which means that the game-changer should be available in his free time in case we require it.

· Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.

Location:

El Salvador- San Salvador

Language Requirements:

English

Time Type:

Full time

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