Job Description

Quality supervisors manage and implement a company’s quality assurance and control systems to ensure proper execution of audits and customer satisfaction every time. From leading a team of quality control analysts to implementing best practices throughout the quality framework process, quality supervisors are the gatekeepers between quality auditors and client expectations. People in this role are committed to ensuring the quality framework executed flawlessly whenever possible. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience. This individual will also work closely with training and operations to provide support when needed.

Specific Tasks:

• Perform data analytics activities through the usage of available statistical tools, software and meetings.
• Analyze data that may come from different sources and make suggestions on the correct from different sources and make suggestions on the correct statistical tools, software and methods to utilize
• Ensure statistical analysis output are accurate
• Creation of standard and adhoc reports/ analysis based on statistical concepts or models
• Participate in internal and external reviews of data analytics output
• Assist in presenting data analysis output to internal and external clients
• Ensure that statistical results are communicated properly to all levels of management
• Performs other duties that may be assigned from time to time
• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to the site management team.
• Coordinates and facilitates call calibration sessions for internal call center staff as well as external client calibrations.
• Provides feedback to call center team leaders and managers.
• Provides support to operations and training teams as needed through refreshers, phone time, review of escalations, etc.
• Elaborates and participates in weekly, monthly and quarterly business reviews to review performance.
• Provides weekly and monthly coaching to direct reports.

Knowledge, Skill Set & Qualifications Required

• Candidates must possess at least a Bachelor's/College Degree in any field.
• Minimum of 2 years Quality experience with at least 1 year as a Quality Supervisor for a BPO company
• Knowledge of Six Sigma or any other process improvement tools is a plus
• Should have experience in managing a team.
• Knowledge on QA frameworks
• Extensive knowledge with MS Excel
• Required Skills: Good Leadership, Organization, and Analytical skills
• Flexible working on different shifts
• Must be self-motivator and self-starter;
• Solid time management skills;
• Must be able to effectively deal with people at all levels inside and outside of the Company;
• Ability to multitask and successfully operate in a fast paced, team environment;
• Must adapt well to change and successfully set and adjust priorities as needed;
• Willing to work in Cagayan De Oro