The Role
Supervise QA analysts by holding weekly one-on-ones, tracking KPIs, coordinating training with L&D and Operations, attending client and quality meetings, producing and validating quality reports and dashboards, and driving continuous improvement through trend analysis and coaching.
Summary Generated by Built In
Why ClearSource?
ClearSource is a people-driven company focused on delivering exceptional customer experiences every day! We truly believe in our Core Values – Customer First, Personal Accountability, Humble Courage, Hungry, and Happy & Healthy. They define ClearSource’s DNA and make us a great company to work for. We support all our people in helping them realize their greatest potential.
ClearSource is looking for an exceptional Quality Assurance Supervisor to work with our QA professionals. If you are a collaborative with a quality performance planning mindset and want to join a company with a fantastic work culture, then this opportunity is for you!
Enjoy these outstanding perks and benefits:
What you will do as a Quality Assurance Supervisor
ClearSource is a people-driven company focused on delivering exceptional customer experiences every day! We truly believe in our Core Values – Customer First, Personal Accountability, Humble Courage, Hungry, and Happy & Healthy. They define ClearSource’s DNA and make us a great company to work for. We support all our people in helping them realize their greatest potential.
ClearSource is looking for an exceptional Quality Assurance Supervisor to work with our QA professionals. If you are a collaborative with a quality performance planning mindset and want to join a company with a fantastic work culture, then this opportunity is for you!
Enjoy these outstanding perks and benefits:
- Competitive salary
- Medical and dental Insurance (with free dependents)
- Group life insurance
- Paid time off (PTO)
- Outstanding career growth
- Passionate, energetic & innovative work culture
- Friendly, team-driven environment
- Skills and leadership development
What you will do as a Quality Assurance Supervisor
- Weekly, hold one-on-one meetings with direct report Quality Analysts to:
- Build relationships of mutual trust
- Hold them accountable to making meaningful progress toward their dream and career goals
- Ensure and assess their implementation of the ClearSource leadership training tools (the coaching process, one-on-one meeting format, People Analyzer, and Performance Self-Assessment)
- Review their attainment of the KPIs outlined in their respective role definitions.
- Hold each other accountable to commitments made.
- Update your People Analyzer and, monthly, administer the Performance Self-Assessment to direct report.
- Weekly, coordinate with your team to ensure:
- Teaching opportunities are provided which support our approach to Successful Staff, so that each person can honestly say “I love my job.”
- That the needs of Operations leadership, Learning and Development, and Client as the primary customers of the Quality department, are being met and identify opportunities for improvement.
- Weekly, attend quality meetings and client discussion.
- Weekly, provide reporting on quality metric, evaluations targets are achieved, agent level and account level target scores are achieved.
- Weekly, meet with L & D and Leadership teams to review quality trends and actionable insights to use as improvement plans to achieve quality targets.
- Weekly, review accuracy in the quality dashboard by cross checking data in quick sight dashboard and raw data to confirm accuracy of the quality report.
- Bachelor's Degree is preferred.
- With good attendance record
- With no disciplinary or corrective actions for the last 6 months
- With minimum of 1 year QA tenure in ClearSource
- Effective communications skills
Skills Required
- Minimum of 1 year QA tenure at ClearSource
- Good attendance record
- No disciplinary or corrective actions in the last 6 months
- Effective communication skills
- Bachelor's Degree
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
ClearSource at its core is a customer experience company. We help our partners optimize the customer journey from initial acquisition to throughout the lifecycle of each customer. Our mission is to drive customer loyalty and engagement by creating an exceptional experience at every touchpoint. Our services include outsourced customer care, technology including artificial intelligence/machine learning, and consulting services.
