Job Description

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

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.