Manila - Supervisor, CS Operations - Quality Management

Reports To: VP, Services PH

Job Summary:

The CS Ops QM Supervisor will provide strategic direction, coaching, and support to QA Analysts and collaborate closely with cross-functional teams to drive quality improvements and operational excellence.

Role:

• Lead a team of CS Operations members in a dynamic and challenging environment providing a wide range of support to customers internal and external
• Ensure that key metrics are successfully achieved
• Ensure that team performance complies with established goals and SLAs
• Ensure that documented procedures and processes are being followed on an ongoing basis
• Provide mentoring and coaching to team members on an ongoing basis
• Identify and act on all opportunities for improving the customer experience both internal and external
• Ensure that team members know and understand all product updates, procedures and enhancements
• Other duties assigned by management

Key Responsibilities:

• Leadership & Team Management
• Lead, mentor, and develop a team of QA Analysts to ensure high performance and professional growth.
• Establish and monitor individual and team KPIs aligned with organizational goals.
• Foster a culture of feedback, accountability, and continuous learning.
• Quality Assurance Oversight
• Develop, implement, and enhance QA standards, frameworks, and scoring methodologies across CS Operations.
• Monitor and evaluate customer interactions across various support channels to ensure adherence to company policies, procedures, and quality standards.
• Conduct calibration sessions to align evaluation consistency across teams and stakeholders.
• Insights & Continuous Improvement
• Analyze QA data and trends to identify performance gaps, training needs, and process improvement opportunities.
• Provide actionable insights and partner with Training, Operations, and Workforce teams to enhance service quality.
• Drive root cause analysis and continuous improvement initiatives to reduce repeat issues and increase CSAT/NPS scores.
• Reporting & Communication
• Prepare and present QA reports, dashboards, and insights to leadership and relevant stakeholders.
• Ensure timely communication of QA findings, improvement plans, and progress updates.
• Process & Compliance
• Ensure adherence to internal and external compliance standards, including data privacy and regulatory requirements.
• Regularly audit processes and interactions for risk mitigation and compliance adherence.

Qualifications:

• Bachelor’s degree in business, Communications, or related field (or equivalent work experience).
• 3+ years of experience in a SaaS or Contact Center-as-a-Service (CCaaS) environment with at least 1 year in a supervisory or lead role or any related experience
• Strong knowledge of quality standards, customer support operations, and contact center metrics.
• Proven ability to lead teams, manage performance, and deliver results in a fast-paced environment.
• Excellent analytical skills with the ability to derive insights from large data sets.
• Strong communication and interpersonal skills; comfortable presenting to leadership and cross-functional teams.

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)