Overview Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees. We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company. Our Core Values: Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal Our Mission: To create conditions within which people can thrive! The Quality Assurance Supervisor will supervise a group of Quality Representatives who are responsible for Quality Assurance evaluations for customer service and sales programs as well as administrative functions. Responsibilities Works with QA, Training, and Operations to identify areas of opportunity based on the QA team’s observations/evaluations for the team and work with them to improve performance. Assess all functional execution, identifies all gaps in performance, practice and policy; direct action planning, implementation, and execution to improve operating results. Hosts and conducts various calibration sessions with focus on process improvement across multiple channels and/or lines of business. Define/recommend process improvements to meet current and future customer service needs/standards. Qualifications Must have 3+yrs strong QA Supervisory experience handling Customer Service and Sales related programs in a call center. Demonstrated multitasking capability and proven success in fast-paced environment coupled with good time management Strong verbal and written communication skills Proficient English, both written and verbal Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly