Call Center Quality Assurance Supervisor- On-site

Full Time
EXPIRES 12 Nov, 2021

Job Location

Providence, East Demarara, Guyana


As a QA Supervisor member at Qualfon, you will be in-charge of the center’s overall performance on Quality metric, Responsible of designing QA strategy along with SOM/OM and Account Managers, Creating the site QA strategy and action plan for all skills and groups. Also, Identifying and communicating the trending and creating remedial plans, etcetera.


  • At least 1 year of work experience in Call Center Operations
  • At least 6 months of previous Leadership experience (Team Lead, QA, RTA, etc)
  • Familiar with the QA department
  • Advanced level of Excel (formulas, conditional formatting, graphs, etc)
  • Power point experience 
  • Schedule flexibility
  • Great communication skills
  • Able to work 100% on site


Main Objectives and Duties:

1. Quality Assurance Goal.

  • Conducts Root Cause Analysis meetings with Campaign Coordinators and QA Analysts
  • Develops action plans to address the root cause of QA penalizations
  • Ensures that the QA Analysts understand and follows the QA Guidelines in a consistent manner
  • Ensures updates are disseminated to all stakeholders
  • Assists the QA Coordinator in planning and deploying new programs

2. QA Analysts Performance Evaluation

  • Reviews QA Analysts’ output regularly and sees to it that deliverables are accomplished at the same time ensures integrity of data
  • Implements workload distribution to meet operational demands
  • Evaluates the QAAs monthly overall performance with a standard scorecard
  • Mentors, coaches, and counsels QAAs to improve their performance

3. Daily, Weekly , Monthly and Special Reports

  • Submits reports to Operations Coordinators and Managers containing evaluations and scores
  • Submits Weekly RCA Report to QA Coordinator
  • Sends updates on incentive program results
  • Performs special department reports
  • Accommodates other requests and reports from Coordinators
  • Ensures that QA Analysts’ reports are accurate and sent timely

4. Information dissemination and calibration

  • Leads the team during department calibration sessions, with Operations and with the client respectively
  • Serves as the primary point of contact during conference calls with clients to discuss issues and or disputes and to standardize/update the call monitoring guidelines if necessary

5. Special assignments and tasks

  • Performs special assignments given by the immediate supervisor
  • Participates in Immersion and Orientation of new QA Staff
  • Ensures participation in the department’s activities

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We are a people-focused business providing contact center services, integrated marketing solutions, big data analytics, and back-office processing. We improve your customers’ experiences through dedicated, tenured staff. We provide training, personal development and support to our employees helping them achieve their full vocation as employees and humans. In turn, they deliver innovative solutions that exceed our clients’ business needs.
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