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Senior Quality Supervisor
hace 2 meses
The Senior Quality Supervisor is a key member of our team, responsible for leading and supervising a medium-sized operational/administrative team of clerical/support employees. This role requires a strong understanding of procedures and concepts within the quality assurance area, as well as a basic knowledge of other areas to understand how they relate to quality.
Key Responsibilities- Supervise a team of up to 25 employees who handle escalation calls, perform call monitoring/scoring, and resolve exceptional/unusual situations.
- Evaluate and resolve quality issues with potentially broader business impact.
- Evaluate subordinates' performance and make recommendations for pay increases, promotions, terminations, and adequate staffing.
- Apply good understanding of procedures and concepts within the quality assurance area and a basic knowledge of how it integrates with other areas.
- Makes evaluative judgments to solve problems based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents.
- Ensure the quality of tasks provided by self and others on the team.
- Impact the team and closely related work teams by influencing decisions through advice or facilitating services; accountable for end results.
- Developed communication to exchange ideas and potentially complex/sensitive information. May act as backup for manager.
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
- 2-5 years relevant experience in quality assurance or a related field.
- Quality assurance experience is an advantage.
- Excellent computer and organizational skills.
- Consistently demonstrates clear and concise written and verbal communication.
- Team player with good interpersonal and coaching skills.
- Work effectively well with others.
- Fast learner with analytical skills.
- Bachelor's/University degree or equivalent experience.
- Conocimiento de MCA.
- Gestión de herramientas para conciliación de data.
- Skill en liderazgo para equipos de trabajo multidisciplinarios.
- Conocimiento en Quejas y Aclaraciones.
- Conocimiento en Operación Contact Center y Cobranza.
- Preferentemente conocimiento de procesos de calidad.
- Manejo de office intermedio avanzado.
