Contact Center Quality Assurance Supervisor

SAG-AFTRA represents approximately 160,000 actors, announcers, broadcast journalists, dancers, DJs, news writers, news editors, program hosts, puppeteers, recording artists, singers, stunt performers, voiceover artists and other media professionals. SAG-AFTRA members are the faces and voices that entertain and inform America and the world.

he Contact Center Quality Assurance Supervisor is crucial to ensuring that SAG-AFTRA Service Center Representatives meet and exceed the service deliverables expected from our members through phone, chat, and e-mail conversations.

• Responsible for scoring and/or assessing the quality of inbound calls, chats, and e-mails taken by our Service Center Representatives
• Evaluate demeanor and ensure representatives adhere to outlined policy and procedures, possess technical accuracy, have documented contacts correctly and escalated appropriately
• First point of contact for escalations via phone, chat, and email, and provides de-escalation feedback and guidance as appropriate, in both English and Spanish
• Ensure continued alignment with SAG-AFTRA’s quality expectations through documenting performance results via quality assurance form
• Provides feedback to Service Center Leadership including observations, scoring, noted improvements and opportunities, and participates in coaching sessions as needed
• Available for real-time monitoring and feedback of contacts
• Prepares quality trend reporting on a representative and department level
• Periodic review and updates of evaluation form, and recommends changes to auditing processes in response to changing business needs and further fostering the member experience
• Coordinates and facilitates calibration sessions for the service center representatives
• Assist with quality focused training

• Demonstrated ability working in a Quality Assurance environment in a call center environment.
• Strong attention to detail, including an aptitude to understand the impact of multiple variables and determining if the correct action was taken by the Representative to solve the problem – with the goal of a first contact resolution.
• The ability to work independently while still being part of a team.
• Ability to adapt to change as needed, including learning policies, procedures, and best practices of other business units within the company.
• Superlative interpersonal skills: High degree of patience and tact, and must be able to cultivate respectful, strategic, and collaborative relationships with people from diverse backgrounds; both internally and externally.
• Hold yourself and others accountable for a high level of performance and integrity.
• Must be able to work in a challenging environment where constructive feedback from others is encouraged.
• Have an understanding and awareness of worker rights impacting SAG-AFTRA members.
• Must maintain regular and acceptable attendance at such level as is determined at SAG-AFTRA’s sole discretion.
• Must be available and willing to work extended hours per day or per week, including weekends and holidays, as SAG-AFTRA determines is necessary to meet its business needs.
• Must be available and willing to travel to such locations and with such frequency as SAG-AFTRA determines is necessary or desirable to meet its business needs.
• High School Diploma required / Bachelor's Degree preferred
• Fluency in Spanish, both in verbal / written form is required
• 2+ years direct Quality Assurance experience in a call center environment
• Must have a passion for customer service, and enjoy interacting with people
• Entertainment industry experience preferred, but not required