Job Summary

1. Continuous improvement of Tier performance to achieve/exceed QA, NPS, and RFT Goals.- Colaborates with Operations managers to ensure deployment of new programs and procedures. 

2. QA Supervisors’ performance evaluation.- Balances workload distribution to QA Supervisors to meet operational demands.

3.Reports.- Provides documented feedback to track internal and exernal goal accomplishment. 

4. Information dissemination and calibration.- Ensures the entire QA team is calibrated with the guidelines set by client.

5. Support for Operations.- Ensures adequate QA Staff always cover support for Operations. Coordinates with Training and Recruitment for feedback on the quality of hires and other areas of opportunity. Owns the hiring and selection process for new QA Analysts and QA Supervisors.

Area of expertise (Skills)

Educational / Professional Qualifications and Experience:

  • Bachelor’s Degree
  • 2 – 4 years of experience in QA field, in a supervisory position

Other Skills and Experiences (Min)

Certifications / Advanced Studies Required:

  • Leadership Training
  • Six Sigma
  • Customer Experience
  • MS-OFC Proficiency
  • Leadership and People Management
  • Coaching/Mentoring


Bachelor Degree