Sup I - Quality (Commercial) in Clearwater, FL at PODS

Date Posted: 1/12/2022

Job Snapshot

Job Description

JOB SUMMARY

Provides day-to-day leadership and guidance to Quality Associates who are responsible for monitoring Sales and Service Associates.  Identifies trends and training needs based on quantitative data.  Works with the leadership team to develop programs to ensure our quality standards are maintained and improved upon.  Works closely with the Training Department to ensure all changes in training are migrated over to our quality program.  Maintains an objective voice of consistency in regards to PODS quality.  Exudes a high energy level and enthusiasm regarding our quality processes and systems. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Works closely with the Training Team and Sales and Service Center Management to ensure our quality programs are in alignment with PODS performance standards.
  • Conducts and uses calibration sessions to ensure learning objectives are reflective of performance outcomes.
  • Develops and initiates standards and methods to be used for inspection, testing, and evaluation.
  • Analyzes quality performance data, identifies opportunities for improvement, and implements changes as appropriate to improve the overall customer and associate experience.
  • Escalates “high risk” issues to leadership for review.
  • Initiates or suggests programs to motivate our associates to achieve our quality standards.
  • Maintains quality scoring and generates reports on a monthly/quarterly/annual basis.
  • Responsible for gathering, analyzing and reporting on the data that measures quality levels and translating such data into actionable initiatives or quality programs.
  • Directs day to day activities of team members; ensures the team is calibrated on PODS standards and monitors production to ensure departmental goals are achieved.
  • Confers with other Supervisors on an ongoing basis to ensure proper understanding of our quality standards and programs.
  • Acts as an internal subject matter expert on SSC processes and procedures.
  • Creates development plans with associates to ensure they have the necessary expertise to meet goals and objectives.
  • Provides ongoing feedback and coaching about the associate’s performance in order to optimize customer satisfaction and customer service excellence.
  • Conducts performance appraisals on a regular basis, including assessing how the employee performed and what they can do to improve.
  • Develops performance improvement plans when needed.
  • Introduces and coordinates a reward and recognition program for their team and individual employee accomplishments.
  • Ensure schedule adherence by agents.
  • Responsible for weekly payroll review and submission to ensure correct entries in a timely manner.
  • Monitor and track agent’s attendance and punctuality.
  • May perform other duties and responsibilities as assigned.

 

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • Associates or Bachelor’s Degree
  • Prior experience in a supervisory or team-lead capacity, preferably within a training or quality environment
  • Possess analytical skills sufficient to perform required duties
  • 2-5 years of overall experience in Quality
  • Experience in a high volume inbound contact center environment preferred
  • Ability to multitask and perform in constantly changing environment
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