As a Quality Assurance Supervisor, you will play a crucial role in ensuring the delivery of exceptional customer service across our global operations. You will lead a team of auditors and collaborate closely with Customer Service Supervisors to drive performance improvements and uphold high-quality standards. Key responsibilities will include managing agreed audits for the business, overseeing a team of Quality Auditors ensuring the highest level of performance, and ensuring that quality metrics are consistently met. This is an exciting opportunity for a results-driven leader to have a significant impact on the continuous improvement of our Customer Service operations in a newly emerging team across the global operation. Preferred Skills, Qualifications and Experience Background in leading Quality Assurance teams within a multi-site, multi-language operation is preferred. Strong analytical and problem-solving skills, with the ability to perform root cause analysis, identify trends and develop actionable insights. Proven experience in developing detailed performance improvement plans and working closely with front-line teams to drive results. Solid understanding of customer service principles, Quality Assurance standards, and industry best practices. Proven leadership and stakeholder management skills, with experience in conflict resolution, handling performance issues, motivating teams, and effectively engaging and collaborating with internal and external stakeholders. Demonstrated ability to drive continuous improvement initiatives and foster a culture of quality and excellence. Experience in collaborating with senior leadership to implement strategic quality initiatives. English level B2. Main Responsibilities Lead and manage a team of Quality Assurance Auditors, ensuring the completion of quality audits within defined SLAs. Lead calibration sessions between teams and across locations. Perform spot checks and function as a Master Calibrator for teams and sites. Serve as the key POC for all stakeholders, providing clear communication on quality assurance matters and guiding Customer Service Supervisors with detailed action plans to enhance team performance. Develop and share customized quality reports for Supervisor groups, highlighting trends, opportunities for improvement, and actionable insights at the team level. Address performance issues within the team, offering 1:1 support and guidance to foster improvement and growth. Manage conflicts within the team and with external stakeholders, ensuring timely resolution and maintaining productive working relationships. Address and resolve audit disputes promptly and accurately. Drive continuous improvement initiatives, enhancing quality assurance processes and refining business workflows across the organization. #J-18808-Ljbffr