- Location
- Manila-Mall of Asia, Philippines
- Workplace
- Onsite
- Type
- Full-time
- Closing date
- Today
- Source
- Workday
Description
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Job Summary**
The Quality Supervisor responsible for leading, coaching, and developing a team of Quality Analysts to ensure the consistent delivery of high-quality customer service. This role focuses on driving performance improvements, adhering to quality standards, and contributing to overall operational excellence.
Job Responsibilities**
* Supervise, coach, and mentor a team of Quality Analysts, providing regular feedback and performance evaluations.
* Monitor and evaluate the quality of customer interactions (calls, chats, emails) according to established guidelines and scoring methodologies.
* Conduct root cause analysis of quality defects and identify trends, recommending and implementing corrective actions.
* Collaborate with operations and training teams to identify training needs and develop targeted quality improvement initiatives.
* Ensure adherence to all company policies, procedures, and client-specific quality requirements.
* Generate and analyze quality reports, presenting findings and recommendations to management.
* Participate in calibration sessions to ensure consistency in quality evaluations across teams.
* Develop and implement action plans to improve individual and team quality performance.
* Act as a subject matter expert on quality standards and best practices.
* Stay updated on industry trends and best practices in quality assurance and customer experience.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!