Sr. Supervisor, Quality

2 days ago

Bengaluru, Karnataka, India ResultsCX Full time

The Sr. Supervisor, Quality is responsible in communicating Customer Experience trends and updates to internal and external customers.

This position is cross skilled in 3 or more accounts and has expert analytical skills and provides advanced insights also a mentor to CX Analysts. The Role is an Expert Speech Analytics Search Builder and also conducts internal and external calibration, RCA sessions and doing audit the auditor and reviewing data set and deep dive analysis

We expect greater of ourselves... What's Your Greater? Come find it at ResultsCX

In this role you will:

Communicate with internal and external clients regarding enterprise, site, team, and agent performanceEvaluate, document, and analyze calls through Call Miner to identify employee performance, call center trends, and customer satisfaction levelsFacilitate calibration/listening sessions, RCA of client and customer escalationsPerform other duties, functions, and tasks that are incidental and inherent to the job.Develop search-based categories utilizing customer and associate language in tangent with Boolean and Proximity OperatorsResearch and understand customer and associate language from multiple accountsInnovate strategies and solutions for quality, verification's, and customer advocacy group behaviorsProperly document the different stages in the build processPresent and define Category and Score event language, statistics, and the process of developmentWe are looking for someone who has:

Expertise on Customer Experience Standards- clients and internal customersTwo or more years of successful, progressively responsible experience in quality/performance management (experience leading teams as a Team Leader/Quality Lead is highly desired)6 months of experience with Speech AnalyticsA Bachelor's/College degree or equivalent experienceExpert computer and software skills; proficient in Microsoft Office: Word, Excel andPowerPoint; and other QA tools: SharePoint, Formstack, CSI/VLauncher, Zero Variance, Hyper Quality, and TPGExcellent communication skills, both verbal and writtenStrong attention to detail, and exceptional organization skills and ability to multi-task in a dynamic, fast paced environmentStrong analytical and consulting skills (, critical thinking, problem solving, decision making, and influencing )Ability to provide on-call support, and work a flexible scheduleStrong background in calibration sessions (internal and with Client). Ensures that Client CX and customer satisfaction goals are met or addressedSubject Matter Expert (SME) in at least one major line of business. SME status in multiple accounts is highly desiredKnowledge of common analytics practices is a plus - Six Sigma, Boolean Logic, etc…Ability to develop and motivate teams (preferred Ready Coach/MTB5/Tiger Team certification)Why join our ResultsCX team?

Employee Performance Incentives and PrizesFrequent Employee events, games, parties, and all-around fun in the workplaceHealthcare BenefitsPaid TrainingOpportunity to grow with ResultsCX if that's "Your Greater"About ResultsCX:

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX's 30+-year track record for reimagining the customer experience to meet consumers' evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX

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