QA Supervisor

2 weeks ago


Davao City, Davao, Philippines Swift-up Full time
  • Develop, implement, and maintain quality assurance programs and processes to ensure adherence to client requirements and service level agreements (SLAs).
  • Monitor calls, chats, emails, or other interactions between agents and customers to assess quality and compliance with company policies and procedures.
  • Conduct regular audits and evaluations of agent performance, providing feedback and coaching as necessary to drive improvements.
  • Lead a team of QA analysts or specialists, providing guidance, training, and support to ensure consistent performance and development.
  • Assign tasks, set objectives, and monitor progress to meet departmental goals and objectives.
  • Foster a positive and collaborative work environment that encourages accountability, creativity, and continuous improvement.
  • Compile and analyze data from quality monitoring activities to identify trends, patterns, and areas for improvement.
  • Prepare regular reports and presentations for management, highlighting key performance metrics, trends, and recommendations for enhancement.
  • Work closely with other departments, such as Operations and Training, to address systemic issues and implement corrective actions.
  • At least 1 year experience as Quality Supervisor
  • Proficient in excel
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