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Urgent Hiring: Quality Supervisor
Mandaluyong City, NCR, PhilippinesPosted 3 weeks ago
Full-timehybridMid-Senior Level
Job Description
- Prepare weekly Sampling Plan and share with the CE team.
- Ensure that all types of transactions are monitored.
- Ensure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side.
- Ensure Sampling Adherence is met MIPs are implemented if required.
- Track if the QAs are providing appropriate feedback basis the audits to improve consultant’s ability to perform better.
- Keep checking the QA's accuracy by doing ATA and Calibration.
- Be a consultant and advisor to the QAs to clarify on parameters during need.
- Conduct frequent QA reviews and provide inputs to QA on the areas to be focused.
- Analyse monitoring data to identify program level issues and opportunities.
- Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.
- Drive quality awareness programs and performance improvement projects.
- Work in a collaborative manner with stakeholders – various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers.
- Team Player - Ensure employee satisfaction.
- Build a positive working atmosphere within the team and engage the team members with employee engagement models.
- Build competencies within the team so they can pick up additional responsibilities/move to the next level.
- Look at ways to reduce waste and increase efficiency – Use process mapping techniques, quality tools to increase utilization, performance.
- At least 2-3 years of Quality Supervisor experience.
- Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment
- Proficiency in MS Office applications and quality management software
- Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends
- Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members
- In-depth knowledge of call center operations, performance metrics, and quality standards
- Experience in developing and implementing process improvements
- Understanding of regulatory compliance requirements in customer service
- Demonstrated leadership skills and ability to work collaboratively in a team environment
- Ability to multitask and work efficiently in a fast-paced, dynamic environment
- Strong attention to detail and commitment to maintaining high-quality standards
- Certifications such as Six Sigma or those focused on quality management are highly advantageous
- Experience with data analysis tools and reporting software is a plus