Quality Supervisor

Sutherland

Sign In to Apply

Pay not listed

  • Full-time
  • Mandaluyong City
  • NCR, Philippines
  • 15h ago

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.



Qualifications

  • 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