Quality Assurance Supervisor (Financial Services)
Teleperformance Muntinlupa Full-time
Ensure accuracy, professionalism, and compliance in every financial client interaction.
The QA Supervisor leads the Quality Assurance team responsible for evaluating voice, chat, and email interactions within a complex financial servicing environment. This role ensures quality standards are consistently met, drives performance improvement initiatives, oversees calibration processes, and partners with Operations leadership to enhance customer experience and compliance.The QA Supervisor provides coaching, guidance, and development support to QA Analysts while fostering a culture of continuous improvement.
Key Responsibilities- Supervise and mentor a team of QA Analysts, providing ongoing coaching, performance feedback, and development opportunities.
- Monitor and ensure consistent application of quality standards across customer interactions.
- Review and validate quality evaluations to maintain accuracy, fairness, and compliance.
- Analyze quality trends, identify performance gaps, and recommend corrective actions.
- Generate and present quality reports, scorecards, and performance insights to leadership.
- Partner with Operations Supervisors and Managers to improve agent performance and customer outcomes.
- Lead calibration sessions to ensure scoring consistency across teams and stakeholders.
- Drive quality enhancement initiatives, process improvements, and best practice adoption.
- Ensure adherence to regulatory, compliance, and company quality requirements.
- Support audits and maintain documentation related to quality assurance activities.
- 3+ years of Quality Assurance, contact center operations, or related customer service experience, preferably within financial services.
- Previous supervisory, team lead, or coaching experience preferred.
- Strong knowledge of QA methodologies, evaluation processes, and quality management tools.
- Excellent analytical, reporting, and problem-solving skills.
- Demonstrated ability to coach and develop team members for improved performance.
- Strong attention to detail and commitment to quality standards.
- Proficiency with quality monitoring systems and Microsoft Office applications.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience in financial servicing, banking, lending, or regulated industries.
- Knowledge of compliance and customer service quality standards.
- Experience with workforce management, reporting, or performance analytics tools.
- https://forms.gle/PrKGfqcn42JANfsW7
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