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Purpose
The Quality Assurance Supervisor in the vendor operations is responsible for monitoring and evaluating vendor interactions to ensure compliance with company standards and policies. This role plays a key part in enhancing vendor satisfaction by identifying areas for improvement, providing constructive feedback to agents, and supporting continuous quality enhancement across the vendor operations.
Key Responsibilities
Lead and oversee the quality monitoring framework for inbound and outbound vendor interactions, ensuring alignment with established quality standards and business objectives.
Review and validate call evaluations conducted by QA officers to ensure consistency, accuracy, and fairness across all assessments.
Analyze performance trends and quality insights to identify systemic gaps, root causes, and opportunities for operational improvement.
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