Supervisor Quality Assurance - Lowe's (North Wilkesboro, NC) in Boone, North Carolina For Sale

The Quality Assurance Supervisor is primarily responsible for overseeing Quality Assurance Auditors in order to uphold Lowes brand through customer interactions. This position manages individual contributors responsible for performing Contact Center program evaluation to determine levels of success, opportunities, and gaps in each customer contact interaction. This is done through monitoring Auditors work, calibrating evaluations across the Auditor team, and managing team workloads. The Supervisor ensures all evaluation processes are followed correctly and efficiently, and that all necessary tools are available to the Auditors. The Quality Assurance Supervisor is also responsible for providing program improvement recommendations to the QA Program Manager by identifying program and performance opportunities, needs, and business solutions through Auditors findings. The Quality Assurance Supervisor is responsible for developing and maintaining a highly engaged workforce and achieving of all measures of success as established by Quality Assurance team. To accomplish this, the Quality Assurance Supervisor must have knowledge of coaching and development techniques. Additionally, the Supervisor must have knowledge of Contact Center programs, projects, processes, and tools to be able to support the Auditor team. The Quality Assurance Supervisor works closely with the Quality Assurance team in order to ensure program goals are achieved and customer interactions are effective and positive. As such, this individual contributes to the Lowes brand by developing in an inspired and engaged workforce that ensures a high level of service to all customers. Essential Responsibilities: Essential Responsibilities: Ensures execution of Quality Assurance program activities within established guidelines and measures of success by working closely with internal customers (e.g., CPO) as subject matter experts/advisors to develop quality expectations and an appropriate approach to achieve goals; regularly leading and attending meetings with business units and cross-functional teams to identify program and performance opportunities, needs, and business solutions; partnering with the QA Program Manager to verify programs are executed to the specifications defined through the program planning and development process; providing input and recommendations to the QA Program Manager for program improvement and enhanced effectiveness Oversees daily operations of QA Auditor team by managing a team of Auditors focused on delivering consistent and valuable quality assurance activities; communicating and executing business goals; delegating projects appropriately to Auditors based on individual capabilities; managing team workloads, time off requests, and project and assignment service levels; managing the sampling of audit requirements; monitoring Auditors work, including regular reviews of audits being completed; providing guidance and assistance to all Auditors on the team (e.g., clarification of guidelines, ensuring adequate resources and tools); ensuring calibration across Supervisors and Auditors on various quality assurance audit and test specifications and guidelines; overseeing execution of processes, procedures, and guidelines to ensure Operations teams are consistently delivering accurate, high quality service (e.g., building evaluation criteria, back-checking audit reports, reporting team performance); identifying key drivers that are negatively impacting the team (e.g., system issues, process gaps, or guideline gaps) and developing effective solutions Monitors real-time and historical team performance and engagement by determining training needs for new Auditors and working with LOE to meet individual career and personal goals; identifying and addressing team performance needs; providing regular feedback and development opportunities to direct reports; ensuring consistent administration of performance management; effectively motivating and engaging employees while creating an environment of inclusiveness; ensuring that all employee engagement activities are operating effectively (e.g., through meetings with Auditors and EOS scores) Core Responsibilities: Practices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members within assigned unit; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership and mentoring junior team members Conducts or oversees business-specific projects by applying deep expertise in subject area; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating high priority issues or risks as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities Required Minimum Qualifications: Bachelors Degree plus 1 year of retail experience OR 4 years of experience in a retail organization with progressive responsibility 1 year of experience leading a team on a complex project or program, without direct report authority 1 year of experience working on multiple projects or programs at the same time 1 year of experience gathering and analyzing business performance quality, efficiency, or effectiveness Preferred Qualifications: 3 years of leadership experience with direct report responsibility 2 years of experience serving as a mentor or coach to peers Bilingual With fiscal year xxxx sales of $53.4 billion, Lowes Companies, Inc. is a FORTUNE 100 company that serves approximately 15 million customers a week at more than 1,825 home improvement stores in the United States, Canada and Mexico. Founded in xxxx and based in Mooresville, N.C., Lowes is the second-largest home improvement retailer in the world. For more information, visit Lowes.com. Lowes is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law
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