Quality Assurance Supervisor

Location: Campbellsville, KY or Fort Wayne, IN, USA
Date Posted: 03-12-2018
Position: Quality Assurance Supervisor - Travel Rewards Team
Location: On-site, either Cambpellsville, KY campus or Fort Wayne, IN campus 
Expected to fill: within 15-30 days

Position Description
The Quality Assurance Supervisor will be primarily responsible for the overall management of the Quality program. You will be the Quality SME and point of contact for client needs and requests.  This requires a consultative approach with the client along with taking initiative and developing a standardized program. This includes ongoing monitoring, coaching, development and success of Intelenet's Travel Rewards Team. Responsibilities include observation and providing feedback to our QA Associates. By working closely with them you'll ensure they are able to successfully drive performance to team benchmarks and card member expectations. Strong mastery of all Travel Rewards desks and processes is essential as you work closely with Operations, Quality Governance, Compliance and Audit teams.

  • Provide leadership, motivation and training for developing the Quality Assurance team
  • Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with operations managers
  • Provide updates to Operations Managers on current progress and initiatives
  • Draw an overall or individualized QA engagement plan that addresses needs and expectations for our QA and TCP/SE/PD teams
  • Track progress of QA development, and provide feedback to the QAs on their individual progression
  • Ensure Intelenet’s quality assurance guidelines are followed
  • Certify current QA team on account specific and Intelenet Global Services requirements
  • Monitor and evaluate QA program’s overall effectiveness by using surveys and small group sessions with the operations team that attends training sessions
  • Provide opportunities for ongoing development for the training department staff
  • Resolve any specific problems and tailor programs as necessary
  • Perform other duties, as needed
  • Minimum of one (1) year of QA or leadership experience with Intelenet or other related job experience
  • Must be currently on the American Express account and trained at least through Service.
  • Must be located or willing to relocate to one of the Campbellsville, KY or Fort Wayne campuses
  • Must be flexible in schedule and ability to support AHA, CPZ and FWA teams
  • Must be able and willing to travel at least one week per month.
  • Familiarity with traditional and modern QA methods 
  • Excellent communication and leadership skills
  • Ability to plan, multi-task, and manage time effectively
  • Have a supportive attitude toward learning and be able to create a nurturing environment for associates of diverse backgrounds
  • Excellent interpersonal skills, including the ability to communicate and work effectively with diverse learners and staff
  • Basic computer application knowledge of MS Word, MS Excel, Power Point and MS Outlook
  • Experience delivering instruction using an interactive approach and/or multi-media technology
  • Excellent written and verbal communication skills
If you were able to meet each of the requirements above, please apply today. We generally have a 2 to 3 stage interview process. We will contact you via phone and/or email for the next step in your career opportunity.

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