The Quality Assurance Supervisor is responsible for the day-to-day supervision and coaching of the QA team. The QA Supervisor is responsible for identifying trends and making relevant, timely recommendations. The QA Supervisor will work closely with leaders across the department to ensure a best-in-class experience is provided for every customer interaction. The QA Supervisor plays a key role in driving our NPS and customer experience. It is critical that the QA Supervisor builds and maintains effective relationships and develops a deep understanding of quality and the business.

High School Diploma or equivalent required 2-3 years of Buyer Services Experience preferred2-3 years of Supervisory experience required Contact Center Experience Strongly preferred

 

RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed.  Employees will also receive 15 days of PTO each year.

The expected compensation for this role is between $60,000 & $65,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. This role also qualifies for up to 10% of their annual salary in an incentive performance bonus. 

Drives NPS across Buyer ServicesResponsible for daily quality operations within the department. Ensures compliance to the Quality programWill provide direction, scheduling, and training of the QA team on procedures, and day to day activitiesComplete quality performance monitoring and conduct side by sides on a daily, weekly, and monthly basisPartners closely with the Buyer Services leadership team to provide ongoing quality feedbackComplete an expected number of quality evaluations on a daily, weekly, and monthly basisProvide ongoing feedback to Quality Specialists regarding performance on a daily, weekly and monthly basisSupport programs across Buyer Services related to qualityProvide a performance summary to Quality Manager of quality observations Support Quality calibration sessions with the Buyer Service Leadership team Responsible for collecting data and providing regular reporting/updates regarding quality performanceBecome a subject matter expert in the Five9 quality suiteContribute to ongoing culture of Buyer Services department Performs related job duties as assigned

Competencies and Preferred Skills:

Strong written and oral communication skillsCall Center experience preferredIntermediate knowledge of Microsoft Office Suite of products (Excel, PowerPoint, Word, Outlook) requiredExcellent organizational skills with a focus on follow-upAbility to solve problems and handle complex details; uses independent judgment and takes initiativeThrives in a fast paced, high energy environment with the ability to meet deadlines required to support our growing businessAbility to manage multiple projects at the same timeDemonstrated ability to prioritize work and manage time to meet deadlinesAbility to develop Buyer Service Specialist performance