Details: The Quality Development Supervisor will oversee and direct the activities of the Quality Development Specialists to ensure compliance with regulatory requirements, client requirements and company standards. Listen, evaluate, and score calls according to the established guidelines for quality, integrity, professionalism, and client requirements. Report on Quality Development team performance, specific program performance and calibration sessions. Coach and mentor call center agents and Quality Development Specialists. Communicate Quality standards, updates and improvements to all staff. Ensure that programs are meeting all regulatory compliance requirements, client requirements and company SOP’s. Provide reports, including observations and recommendations on an ongoing basis. Host calibration sessions and provide reports to the Quality Development Manager. Research and respond to client inquiries and complaints.
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