Job Vacancy at Konga for a Quality Monitoring Supervisor

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Job Title:  Supervisor, Quality Monitoring

• Supervises daily activities of the quality assurance team. This includes creation, review or revision of policies that affect processes in a working environment.
• Conduct periodic on the job training tasks in the area of quality control and lead QA team through an audit control review.
• Allocate resources properly according to schedules
• Constantly respond to QA specialists needing assistance with their quality control programs.
• Co-ordinate day-to-day performance and quality monitoring exercises.
• Co-ordinate Calibration sessions between the QA Specialist and Contact Centre Team leaders.
• Generate evaluation reports for all the units in the Customer Experience Team.
• Create investigation reports based on trends, Customer issues/enquiries and business KPIs
• Coordinates with the Manager, Quality Monitoring & Knowledge Management to discuss quality control standards.
• Perform any other duties as assigned by the Manager, Quality Monitoring and Knowledge Management

• Problem Solving
• Verbal Communication
• Excellent analytical skills
• Good telephone etiquette
• Customer Service
• Quality Focus
• Knowledge of Microsoft tools
• Written Communication
• High level of tolerance
• Coaching Skills
• Ability to multi-task
• Ability to take initiative

• Bachelor’s degree required.
• Experience in coaching and training individuals or groups required.
• Excellent written, verbal, analytical and communication skills.
• Minimum of 2 years’ experience in customer service.