Job Description
**Quality Assurance and Training Supervisor** **Job Summary:** We are seeking a Quality Assurance and Training Supervisor to work with our public sector client's team, responsible for ensuring high-quality services and training delivery. **Job Description:** The Quality Assurance and Training Supervisor will work with the team to determine project scope, goals, and deliverables, reporting progress to management. Key responsibilities include: * Managing project roadmaps and tracking progress * Supporting the development and delivery of training within the team * Planning, process improvement, and communication within the team * Reviewing current processes to identify areas for improvement and efficiencies * Engaging with stakeholders and following up on actions * Documenting new processes and providing feedback on process changes **Responsibilities:** * Continuously evaluate interactions and cases handled with regard to quality and customer service * Provide meaningful insight and analysis as part of quality audits through reporting * Identify training and performance requirements and propose initiatives to drive up customer satisfaction * Report weekly on agent performance and provide analysis of root causes and recommendations for remediation and improvement * Work closely with the third-party provider's quality team to ensure engagement, openness, and respect in delivering shared objectives * Act as a subject matter expert for the team, maintaining in-depth knowledge of current scripts and knowledge articles * Deliver training content to groups of remote agents and ensure learning outcomes are achieved through training assessment and ongoing quality assessment **Requirements:** * Excellent language skills * Experience in a quality and auditing role * Demonstrated call centre experience * Knowledge of auditing systems * Organisational and reporting skills * Excel and Power Point skills **Benefits:** * 30 days' annual leave