Overview
ROLE AT A GLANCE:
The Quality Supervisor is responsible for ensuring that interactions or processes follow the criteria and standards of Global Quality & Customer Experience; Control and guide visibility of the implementation, performance and follow up of the Global Quality initiatives. Also, is responsible for assuring KPI´s performance and consistency through quality processes.This is a high visibility role that interacts with Member Services, Member Operations and other GBS teams to create great working relationships.Responsible for supervision and coordination of all daily Quality & Customer Experience activities related to Data Analyst Quality operations.Responsible for leading, mentoring, and developing Quality staff and assisting them with documenting and responding to any quality-related issues that occur on the interactions with Distributors.hey may understand AI software and tools, enabling them to streamline the generation of conclusions.
How You'll Make An Impact
- Lead, supervise and prioritize the work of Quality Data Analyst.
- Ensure the execution of the processes aligned and following the quality standards in the services offered by GBS.
- Collaborate with Member Services/Member Operations, to identify and implement corrective and preventive actions.
- Facilitate the creation of standards and goals for measuring the service offered or process.
- Generate insights that allow the standardization of processes within the GBS.
Team Dynamics
- You will be part of a team specializing in Quality and Customer Experience, focused on offering our services in a collaborative culture and always adhering to Ethics and Compliance, passionate about being Herbalife brand ambassadors.
Leadership And Supervisory Responsibilities
- Supervise a group of Quality, Data Analyst.
QUALIFICATIONS FOR SUCCESS: (Skills, background, and experience required for success)
Education
- Bachelor's degree (Business, Engineering, Systems Engineering, Technology or equivalent)
- LSS Yellow Belt or Green Belt (desirable)
Experience
- 7+ years
- Call Center Quality or Customer Experience management or experience in a Quality Control or Statistical Analysis leadership position.
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Center.
Skills/Certifications *limit 3-5 bullets
- Effective leadership and analytical skills including working knowledge of statistical analysis.
- Strong communication skills to communicate effectively with management.
- Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
- Negotiation, interpersonal, written and oral communications skills – including statistical report writing.
- Experience in the use of Herbalife systems: GENESYS, HCM, HDMS, Salesforce.
- Must have experience using: Power BI, MS Forms, MS Sharepoint, MS Power Apps, Copilot.
- Bilingual: English/Local.
Qualifications
Experience
- 7+ years
- Call Center Quality or Customer Experience management or experience in a Quality Control or Statistical Analysis leadership position.
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Center.
Skills/Certifications *limit 3-5 bullets
- Effective leadership and analytical skills including working knowledge of statistical analysis.
- Strong communication skills to communicate effectively with management.
- Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
- Negotiation, interpersonal, written and oral communications skills – including statistical report writing.
- Experience in the use of Herbalife systems: GENESYS, HCM, HDMS, Salesforce.
- Must have experience using: Power BI, MS Forms, MS Sharepoint, MS Power Apps, Copilot.
- Bilingual: English/Local.
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