Quality Supervisor (BPO)

TransPerfect Is More Than Just a Job…
Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

The Quality Supervisor assists in the provision of consistent quality services through the monitoring of customer service and interpreter teams. They are responsible for the development, execution, and reinforcement of quality policies, procedures and standards. The Quality Analyst Supervisor is a leader in keeping all staff updated and informed on agent best practices and changes within the project. They must possess exceptional language, customer service and communication skills.

Position responsibilities:

• Exhibit complete familiarity with all TransPerfect Connect policies and procedures
• Supervision of Quality Analysts
• Maintain and assist in improving quality by regularly monitoring agent performance and work with Team Supervisors to implement improvement plans
• Analyze trends and identify areas in need of improvement through arranging and executing monitoring for such agents daily
• Maintain all records of QA activities, to include QA identified issues
• Regularly interacts with clients to report quality results
• Maintain effective working relations with members of training, quality, and various levels of management
• Continuously assist with verifying that all QA are confident in all areas of their required job tasks
• Responsible for all daily administrative duties (e.g., timecard administration, payroll, etc.) as required
• Act professionally with regards to appearance, conduct and promptness
• Maintain professional standards and ethical practices inherent to the position
• Participate in periodic self-evaluations, as well as quarterly center evaluation programs; conduct periodic evaluations of interpreters assigned
• Perform other duties as assigned

Qualifications:

• Bachelor’s degree preferred or a minimum of 2 years’ interpretation operations experience; or equivalent combination of education and experience
• Minimum of 2 years’ interpretation experience required; in Over the Phone Interpretation environment preferred.
• Previous supervisory experience preferred
• Excellent communication (written and verbal) skills in English and a foreign language
• Exceptional customer service and multitasking skills are a must
• Strong organizational skills, sense of urgency, and attention to detail are essential
• Experience in a call center environment preferred
• Leadership skills and ability to motivate and develop staff
• Ability to set, meet, and exceed targets
• Proficient in MS Office products: Word, Power Point, Excel

REQUIRED SKILLS

• Attention to detail
• Familiarity with quality assurance best practices
• Excellent communication, verbal, written and computer skills
• Good people skills
• Strong computer knowledge; proficient in MS Office products: Word, Power Point, Excel
• Ability to identify issues and clearly / effectively communicate them to management and staff
• Fast learner
• Comfortable using technology as a crucial assignment tool
• Must be able to meet deadlines

REQUIRED EXPERIENCE AND QUALIFICATIONS

• Associate degree or equivalent work experience preferred