Quality Control Supervisor
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POST DATE 9/16/2016
END DATE 11/22/2016
Las Vegas, NV
JOB DESCRIPTIONSOLARCITY employees are driven by our mission to provide clean energy to families across the U.S. and inspired to truly save the planet one home or business at a time. Beyond a welcoming atmosphere, SolarCity employees also work together to create an extremely positive and inspiring culture that brings in top talent, keeps drive and motivation high, and makes everyone excited to come to work each day. Do you want to be part of the SolarCity team? Apply today and join the movement!
This team plays an integral part of keeping all CAMG team s quality at or above the standards set by the team s Vice President. As the Supervisor for Quality Control team, you will be responsible for managing a team of Quality Control Analysts who audit the work of CAMG agents to ensure excellent customer service and adherence to policies and procedures. As a leader, you will ensure your team is meeting set objectives and aligning all auditing work with clearly set team expectations.
You will work with CAMG leaders to provide them valuable objective data on the services they provide and suggestions on how quality can be increased across the entire team. The training team will rely on your data for the development or revision of course material. You empower both your team and all CAMG agents to create an environment that inspires employees to deliver amazing service that exceeds customers expectations.
You will plan and implement recognition activities that result in improved culture and employee appreciation for quality. Your team will also manage the process to develop and maintain process guides, standard operating procedures and similar documents for the entire business unit.
Manage staff of approximately 10+ employees to meet departmental goals via appropriate allocation of workload and effective resource management
Ensure all team report cards identify and measure all key points relevant to agent responsibilities and overall business objectives
Certify weighting and grading of report cards align with appropriate job expectations
Analyze weekly audit results and identify top errors along with potential causes/solutions
Spot check QCA work to ensure compliance with Quality Control set processes
Work with the QCAs to identify opportunities for training resulting from monitoring and work with management on recommendations and skill enhancement programs
Conduct quality assurance calibration sessions with leaders to ensure consistency and appropriateness in agent evaluations
Escalate patterns or serious performance issues to management
Develop, document and manage to Service Level Objectives for the team
Ensure compliance with any regulatory or legal requirements
Interview, select and train employees
Set hours and days of work schedule to best support the CAMG team
Conduct team and one on one meetings with direct reports
Appraise employee productivity and coach team members to quota or bonus
Handle employee grievances/complaints and disciple
Determine and monitor team processes and division of work and required tools
Provide direction using established procedures and policies and challenges when they no longer benefit the business
Research and respond to escalations
Consistently manage QCAs to our internal metrics and objectives
Plan and execute events that celebrate achieving high quality results
Bachelor s degree preferred
1+ years of quality control or quality assurance experience
2+ years of customer service experience in a call or data center/environment
Current senior member on your team, or minimum three (3) years supervisory/management experience overseeing people
Ability to rely on data, experience and judgment to plan and accomplish goals
Demonstrated initiative, discretion, independent judgement and business acumen
Desire to bring people to their full potential, both direct reports and others
Ability to create and follow process as well as revise when process should be updated for current business environment or goals
Talent for running productive goal oriented meetings
Process oriented with strong organizational and time management skills
Familiar with a variety of the field's concepts, practices, and procedures
Ability to manage to deadlines
Ability to multi-task and manage time effectively in fast paced start-up environment
Strong attention to detail including accurate spelling, proper grammar
Resourcefulness to find the right answers or solutions to questions and issues
Knowledge of the construction/solar industry is strongly preferred
Ability to communicate effectively in person, on the phone and via email
Capacity to stay calm, focused and productive under pressure
Ability to create an inclusive positive team that embraces change
Excellent written and verbal communication skills required
Excellent customer service skills required
Regular, reliable and predictable attendance required
Ability to work well with others in a collaborative team environment
Must be able to successfully pass a pre-employment criminal screen. Additional pre-employment driving and drug screens may be required based on job responsibilities
BENEFITS FOR FULL-TIME POSITIONS
Competitive compensation with many positions incentivized
Paid training with the nation s leader in solar power
Full benefits package including health, vision, and dental insurance
Attractive vacation, sick and holiday pay
401(k) savings plan for eligible positions
Employee referral program
Some positions eligible for equity
Career path opportunities for top performers
SolarCity is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.
SolarCity is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.