QA Supervisor
Aviso de fuente externaen VXI Global Solutions
Lead Healthcare quality assurance at VXI Global Solutions, coach Quality Analysts, monitor performance, and support compliance and improvement initiatives.
Salario
No especificado
Ubicación
Guatemala City, Guatemala
Tipo de empleo
Tiempo completo
Modalidad
No especificado
QA Supervisor
Guatemala City, Guatemala
Descripción del empleo
About the role
VXI Global Solutions is seeking a QA Supervisor to lead and oversee the Quality Assurance team across Healthcare operations. The role focuses on consistent service quality, compliance, and performance. It supervises Quality Analysts, monitors quality performance, identifies trends and opportunities for improvement, and partners with Operations, Training, and other internal teams.
The ideal candidate has previous Healthcare experience, preferably in a BPO or contact center environment, along with strong Quality Assurance and people leadership experience. A solid understanding of Healthcare processes, customer interactions, compliance requirements, and quality standards is also needed.
Responsibilities
- Lead, coach, and develop Quality Analysts to achieve quality and performance objectives.
- Oversee daily QA activities and ensure evaluations are completed accurately and on time.
- Monitor quality scores, customer interactions, compliance, and key performance indicators.
- Review QA results to identify trends, performance gaps, and opportunities for improvement.
- Conduct calibration sessions with QA, Operations, and Training teams.
- Ensure evaluations are consistent, accurate, and aligned with business and client requirements.
- Coach and provide feedback to Quality Analysts to improve evaluation accuracy and effectiveness.
- Partner with Operations and Training to develop action plans based on quality findings.
- Identify recurring customer, process, knowledge, or compliance issues and recommend corrective actions.
- Analyze quality reports and prepare performance updates for leadership.
- Ensure QA processes and standards are followed, and support audits and compliance initiatives related to Healthcare operations.
- Review escalations and critical quality issues and ensure appropriate follow-up.
- Assist in developing and updating quality forms, scorecards, and procedures.
Datos clave
- The role leads and oversees the Quality Assurance team across Healthcare operations.
- Previous Healthcare experience is expected, preferably in a BPO or contact center environment.
- The candidate should have strong Quality Assurance and people leadership experience.
Preguntas frecuentes
What does the QA Supervisor role involve?
The role leads Quality Analysts and oversees daily QA activities across Healthcare operations. It monitors quality, compliance, and performance, and identifies improvement opportunities.
What experience and knowledge are expected?
The ideal candidate has previous Healthcare experience, preferably in a BPO or contact center environment, and strong Quality Assurance and people leadership experience. A solid understanding of Healthcare processes, customer interactions, compliance requirements, and quality standards is also expected.
Which teams does the QA Supervisor work with?
The role partners closely with Operations, Training, and other internal teams. It also conducts calibration sessions with QA, Operations, and Training teams.