Senior Supervisor, Oversight QA Opening at Upgrade (Finance)
Robert Martin
114 Posts

Upgrade in Downtown Phoenix is looking for someone to fill a Sr Supervisor role for Oversight QA. The position responsibilities are described as:

The role is responsible for leading a team of high-performing QA Specialists. The QA team aims to ensure Upgrade customer contact center employees are adhering to operational procedures while providing best-in-class service related to applications, account maintenance & servicing, and collections by bridging knowledge gaps and building awareness of available resources. Reporting to the Manager of Oversight, this people leader will engage with Operations Leadership, partners across the business, peers, and other employees to build scale and efficiency and enhance customer interactions while operating with integrity, including effective management of a centralized support team.”

Primary Responsibilities:

  • Lead and build effective relationships with QA team members
  • Establish and maintain a positive team environment that supports and reinforces operational excellence
  • Coordinate and manage day-to-day activities of the QA team, including productivity goals, staffing, scheduling and other administrative tasks
  • Collect, analyze and use quality assurance scores to diagnose procedural gaps, identify trends and make recommendations to improve customer contact center agent performance
  • Facilitate calibration sessions, support new hire and ongoing QA training initiatives
  • Ensure contact center quality standards are aligned with industry best practices to ensure regulatory compliance and drive customer centric experiences
  • Maintain data collection for internal QA metrics
  • Conduct timely one-one-one coaching and feedback sessions with all QA team members
  • Liaise closely with internal Leaders and answer operational, quality questions in a timely manner

Minimum Requirements:

  • 5+ years supervisory experience, with a proven track record of success in leading a team of 10 or more individual contributors
  • 2+ years working in a QA focused role with an emphasis on data gathering and reporting as well as development and delivery of QA deliverables
  • Data-driven, systems thinker with strong experience in process improvement and new process creation
  • Thrives in a fast-paced, frequently changing environment with the ability to manage competing priorities and various deadlines
  • Ability to communicate in a strong, clear and consistent manner via written and verbal form with varying audiences and at all organizational levels
  • Dedicated work ethic with commitment to customer experience and employee engagement
  • Strong organizational, leadership and time management skills
  • Broad knowledge of consumer banking and / or financial services

This is a senior role, so that level of supervisor experience is to be expected.

If this sounds like a good fit, you can learn more about them on their website, and can apply for this one here.