Sr Supervisor Quality

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.