Quality Senior Supervisor

GRADE 11

BAND Supervisors & Team Leaders 

DEPARTMENT Supporting Functions 

SUB-FUNCTION: Quality 

LINE OF BUSINESS Raya Customer Experience 

REPORTING TO Manager 

REPORTING LINE TITLES DIRECT: Specialist 

INDIRECT: Sr. Executive – Executive

KEY RESPONSIBILITIES: 

 Review QA sizing and takes action regarding over and under staffing 

 Assure that the monitoring approach and end user satisfaction approaches are implemented on compliance basis across the year 

 Implement required changes to the monitoring and end user satisfaction approaches 

 Reviews sample size and precision per project and addresses required actions based on those reviews 

 Review monitoring results per program and across sites 

 Attends new implementation kick offs, assigns QAE to the newly implemented project and review the new score sheets 

 Review and approves change of project score sheets

 Review quality variations from metrics and tracks to ensure root causes have been identified and improvement has been sustained. 

 Enhance QA reports and presentations based on business and operations needs 

 Address new ideas to Quality data standard system 

 Automate QA required templates and reports 

 Attends monthly QA-operations presentations and sets proper action plans with the account managers 

 Responsible for all client engagement duties, acting as a focal point for any business review, highlighting all quality assurance issue and advise with the appropriate action plan

INTERPERSONAL SKILLS: 

Result Orientation - Operational Awareness - Building Networks - Coaching & Mentoring - Customer Centricity 

TECHNICAL SKILLS:

Communication skill – Decision Making – Relations Management 

PROFESSIONAL EXPERIENCE:

5-7 years 

EDUCATIONAL BACKGROUND: 

Bachelor degree - COPC is preferable.