Job Description
**Quality Assurance and Training Supervisor** **Job Summary:** Quality Assurance and Training Supervisor required to work with a public sector client's team to determine project scope, goals, and deliverables, and to support the development and delivery of training within the team. **Job Description:** The Quality Assurance and Training Supervisor will work with the team to determine the scope, goals, and deliverables for projects, reporting on progress to management. The successful candidate will be responsible for managing a roadmap for all projects, accurately showing progress, and supporting the development and delivery of training within the team. **Key Responsibilities:** * Work with the team to determine project scope, goals, and deliverables * Manage a roadmap for all projects, accurately showing progress * Support the development and delivery of training within the team * Review current processes to identify areas for improvement and efficiencies * Engage with stakeholders and follow up on actions * Continually review, update, eliminate, or modify existing processes * Document new processes within the team and provide feedback on the impact of changes to processes **Quality Assurance:** * Continuously evaluate interactions and cases handled with regard to quality and customer service * Provide the results of the evaluation in the prescribed format and in the agreed timeframe * Notify management team of persistent problems associated with individual agents or groups of agents * Provide meaningful insight and analysis as part of quality audits through reporting **Training:** * Identify training and performance requirements and propose initiatives to drive up customer satisfaction * Report weekly to raise awareness of when agent performance falls below standard, provide analysis of the root cause, and recommendations for remediation and improvement * Deliver training content as provided by the Training and Quality Manager to groups of remote agents and ensure that the learning outcomes are achieved through training assessment and ongoing quality assessment **Collaboration:** * Work closely with the third-party provider's quality team to ensure engagement, openness, and respect in delivering shared objectives * Follow through with the third-party provider's quality team on agreed remedial actions in relation to specific advisors or groups of advisors * Undertake joint calibration of call quality with the third-party provider's quality team to establish agreed quality standards **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 PowerPoint skills **Benefits:** * 30 days' annual leave