The Supervisor, Quality is responsible for supporting Transactional Monitoring for a single/multiple clients with multiple programs or lines of businesses within a single site and supervises all on-site Quality Evaluators who support their assigned portfolio. This position is responsible for the skill level and development of the employees on their team, the attainment and accuracy of evaluations across assigned portfolio, and delivering quality related analysis and insights of overall program performance.
Minimum Hiring Requirements:
Experienced Quality Supervisor on a BPO set-up. Familiar with key customer service metrics.
Amenable to work 100% onsite in Spark Place Cubao
JOB DESCRIPTION
- Supervise work group, including work assignment and attendance monitoring; provide input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements; manage resources across the assigned portfolio of single client or site (personnel schedules, varying account needs)
- Maintain accurate metrics of direct reports individual performance as well as overall team level performance
- Conduct analysis on quality performance across single site or client and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans
- Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
- Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) for respective single site or client
- Ensure consistent application of the quality process/system across assigned site or client including but not limited to calibration sessions, review the reviewer, insights and reporting; administration of applicable certification and training processes up to and including internal and client requirements
ADDITIONAL JOB DESCRIPTION
- Bachelor's Degree in related field from a four-year college or university with 2-4 Years of Experience preferred.
- Ability to foster a sense of professionalism and relationship building for self and team.
- Strong attention to detail.
- Self-starter, sense of urgency and works well under pressure.
- Ability to mentor, coach and provide direction to a team of employees.
- Ability to lead team in multi-tasking, periodization, and meeting timelines on deliverables.
- Proficient in Microsoft Office.
- Strong communication skills, both written and verbal.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
