Quality Assurance Supervisor
Firstsource Careers - Amherst, NY

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Job Description

Basic Purpose and Function:

Manage quality assurance programs and personnel at all company sites. Provide supervision and training to assigned quality assurance staff. Observe, assess and direct quality assurance activities.

Specific Duties and Responsibilities:

Assess quality assurance programs at all company sites for effectiveness and compliance to client and regulatory standards

Responsible for reviewing FDCPA reports and conduct additional monitors for high risk agents.

Responsible for FDCPA reports and completed evaluation sheets.

Monitor weekly progress of QA specialist call monitoring and file audits

Review QA specialists' work product for accuracy

Conduct annual reviews with staff

Conduct call monitoring calibrations

Review and respond to client audits

Assemble and Communicate QA findings to Firstsource Management

Maintain knowledge of client work standards and audit requirements

Inform new hires of QA job responsibilities and QA's role within Firstsource

Provide new hire feedback to Human Resources

Monthly monitoring of QA Specialist performance & remedial training if needed

Oversee QA Specialist training

Conduct the annual skills re-verifications

Overseeing scheduling and staffing requirements for department

Other duties as assigned or needed



Twoto three years customer service or quality assurance experience

BasicComputer and Math Skills

AdvancedKnowledge of MS Word/Excel/Outlook
  • Strong Communication and Composition Skills
Strongproblem solving skills

Preferred Qualifications:
  • Previous supervisory experience
  • Associate degree or equivalent work experience
  • Knowledge of the CUBS software
  • Knowledge of QA tools including job shadow software and call recording hardware
  • Knowledge of statutory and regulatory requirements

Additional Information All your information will be kept confidential according to EEO guidelines.

Firstsource Careers - 15 months ago - save job - block
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About this company
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Firstsource is a leading global provider of business process management services. Founded in 2001, Firstsource ranks third in BusinessWeek's...