[ref. x63576421] Quality Assurance Supervisor - Quezon City - Afni

Position Purpose:

The CX/Quality Assurance Supervisor is responsible for supervising activities of CX/QA Analysts in various areas of transaction quality which includes:

• Call monitoring and call auditing.
• Ensuring that quality metrics are met and analytics are provided in partnership with the Operations team.

Essential Functions and Responsibilities:

• Supervises, selects, develops, trains, and evaluates personnel.
• Monitors call center agent activities to ensure quality standards are met.
• Communicates, implements, and interprets quality policies and procedures.
• Analyzes, investigates, and recommends responses to escalated customer issues to ensure customer satisfaction.
• Consolidates and created reports and analytics to various stakeholders.
• Develops measures to analyze and improve overall efficiency.
• Schedules personnel to provide adequate staffing levels.
• Drives team metrics and individual team member scorecards to ensure team targets are met.
• Performs regular team meetings and 1:1 session with their respective team members.
• Covers for team members as needed to ensure a healthy balance of meeting their targets, learning and development and nurtures a healthy working environment.
• Plans, coordinates, and executes projects if necessary.
• Establishes and maintains effective working relationships with Operations Team.
• Performs other duties as assigned.

Minimum Job Requirements (Education, Experience, Skills):

• Night shift schedule
• ONSITE work arrangement in SM Fairview, Quezon City or SM Sta. Rosa Laguna
• Travel Requirements among three (3) sites depending on the business needs - SM Fairview Q.C, Commonwealth QC, or SM Sta Rosa Laguna
• At least 2 years completed in college
• At least 3 years relevant experience in the BPO industry