About the job
About the Job
The Sr. Supervisor, Quality is responsible for the day-to-day supervision of a group of Quality Evaluators/QAs. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability.
Candidate Profile
- With at least 1-2 years of experience as a Quality Supervisor/Sr. Supervisor in a BPO setting
- Must be willing to work onsite in Alabang
- Knowledgeable in managing QA metrics
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations
- Ability to mentor, coach, and provide direction to a team of employees
- Willingness to work a flexible schedule
What's In for You?
- Career Advancement
- HMO active on Day 1
- Monthly Incentives Program
Essential Functions/Core Responsibilities
- Excellent Analytical skills, Customer Service skills, and Research and Investigation.
- Proficient in Microsoft and Google suite.
- Strong interpersonal and Leadership skills, Problem solving.
Roles & Responsibilities:
- Monitor QA Score of the assigned project.
- Supervise QA Analysts/Specialists
- Track and act upon End customer feedback
- Review Quality parameters and make changes whenever necessary in consultation with Operations
- Facilitate calibrations / do client interfacing
- Assist in preparing Quality Improvement Plans
- Help Operations with the necessary quality tools and how to use them effectively
- Provide guidance and leadership to QA team members
- Update progress on operations and quality activities
- Assist in aligning quality initiatives for achieving business objectives.