- Google Analytics to gather external career site traffic metrics. - Tracking Pixels to track the source of traffic to your external career site. Quality Assurance Supervisor page is loaded Quality Assurance Supervisor Apply locations Medellín, Antioquia, Colombia time type Full time posted on Posted 2 Days Ago time left to apply End Date: June 4, 2025 (4 days left to apply) job requisition id REQ-1000038669 As the Quality Team Supervisor, you will play a key role in spearheading the development and ongoing execution of our customer service quality assurance programs. Working closely with Operations, Business Partner, Stakeholders and FTEs, this role will focus on continuously enhancing the quality standards in the B2C customer service operation, ensuring that each interaction meets established criteria for excellence and satisfaction, and fostering a culture on continuous improvement and commitment to quality. Additionally, this role will also be responsible for all QA metrics needed to measure the process. Success in this role will include applying good judgment leadership and problem-solving skills to design and execute effective strategies and action plans to achieve desired results. Attention to detail, teamwork, sense of urgency and communication are all critical for individuals in this position Major Responsibilities • Oversees a team of Quality Analysts who perform audits, assess performance scorecards, and provide agents feedback • Participates in design of call monitoring formats and quality standards • Take proactive steps to improve effectiveness, compliance to policy, and increase the level of service. • Collaborate with other teams to identify trends, streamline processes, and generate solutions to minimize quality assurance concerns and improve service. • Monitor the effectiveness of QA metrics as measures of performance, such as quality, satisfaction. Create clearly defined, and mutually agreeable success measures for ongoing QA programs. • Coordinates and facilitates call calibration sessions • Assist with agent training and development • Other duties as assigned Technical Requirements • Proficient in SAP – Order Management Activities • Proficient in Salesforce • Proficient in Zendesk • Proficient in Five9 • Proficient in Microsoft Office; Excel, PowerPoint, Word, etc. • Interpreting KPI’s • Proficient with call monitoring technologies • Knowledge of customer care processes and techniques Behavioral & Leadership Skills • Ability to coach and teach peers • Maintain and expand knowledge of company products, services, and promotions • Strong Business Acumen - Strong Time Managements Skills and delegation of work • Ability to prioritize workload with a sense of urgency • Strong attention to detail • Strong communication skills • Patience’s and a positive attitude • Willingness to learn and take initiative • Exercise good judgment • Critical Thinker, analytical, and data savvy • Goal and team orientated • High knowledge of company products, service, and promotions • Ability to recognize and adapt to change • Strong multitasking capabilities with the ability to prioritize high volume calls while maintaining professionalism and courtesy customer interactions We Don’t Just Build The World, We Build Innovative Technology Too. Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights. Who We Are We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company. Global Benefits & Perks You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire. What You’ll Also Get Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths. Learning & Development: Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities). Diverse & Inclusive Culture: We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too. Purpose-Driven Company: You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices. About Us For the builders and protectors, for the makers and explorers, for those shaping and reshaping our world through hard work and inspiration, Stanley Black & Decker provides the tools and innovative solutions you can trust to get the job done—and we have since 1843. Let’s Connect Looking for your dream job? Upload your resume and contact info, and we’ll send you exciting job opportunities that align with your skills, goals, and experience! Are you currently employed by SBD? If you are a current employee, please navigate to the internal career site to apply. #J-18808-Ljbffr