Overview

Position Title: Customer Service Quality Assurance Supervisor

Company: Windsor Fashions

Location: Santa Fe Springs, CA

Job Description:

The Quality Assurance Supervisor is directly responsible for assisting to manage the quality and the standards of the department. The QA Supervisor will work as part of a management team and as a leader that strives to deliver on company goals and initiatives. The QA Supervisor shall be committed to continually improving services and processes by driving innovation and having clear communication of expectations.

Responsibilities:

  • Lead the operation of the department’s quality assurance program.
  • Monitoring department’s and agent’s adherence to Windsor policies and procedures.
  • Identification of agent’s and team’s trends for ongoing service, sales and efficiency improvements.
  • Identification of policy and procedures that are not customer friendly or efficient.
  • Make needed changes to or enhance the department’s QA evaluation forms.
  • Provides timely, actionable insights at the department, team and agent level
  • Motivate agents through effective training and coaching to improve quality and accuracy.
  • Conduct frequent performance evaluations with each agent.
  • Review 1-3% of total customer/agent interactions per channel per week/month.
  • Prepare quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, corrective actions, and re-validations.
  • Assists the manager with daily operation of the call center to include the development and analyses and implementation of staffing, training and reward/recognition programs.
  • Work with the manager to identify new hire and continuous agent training needs and prepare training materials.
  • Work with the manager to establish and develop closed loop processes that ensure continuous improvement in training, agent enhancement, knowledge management and root cause analysis of trending issues
  • Responsible for day-to-day application and adherence of policies and procedures.
  • Maintain Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs)
  • Completes all special projects and other duties as assigned.

Requirements:

  • Bachelor’s degree is a plus.
  • 2 – 4 years experience in call center
  • 2-Years previous supervisory experience.
  • Maintain and write Standard Operating Procedures (SOPs).
  • Problem Solving/Analysis is a must
  • Ability to work under deadlines
  • Strong multi-tasking skills
  • Proven leadership skills
  • Ability to direct workflow
  • Reliable in Attendance & Punctuality
  • Organizational Skills
  • Customer Focus
  • Computer/Internet skills/Word/Excel
  • Communication Proficiency

About Windsor Fashions

Helping women feel beautiful has been our mission since we first opened our doors in 1937. The fashions have changed but the Windsor dream has not. Icons come and go - from Jacqueline Kennedy, to Princess Diana to the red carpet of today. Throughout it all Windsor has made beauty accessible to all women, not just the celebrities.