QA Supervisor

4 days ago

Davao City, Davao Region, Philippines OfficePartners, 360 Inc. Full-time ₱279,000 - ₱446,000 Contract

Key responsibilities

  • Performs random quality monitoring to gauge quality performance and overall understanding of customer experience

  • Closely monitors the call quality and communication skills of the production employee and determines the need for special communication or soft-skills training

  • Reviews the effectiveness of training and determine the need for any additional refresher or supplemental training for the associates

  • Provides immediate and constructive feedback observed from quality performance indicators

  • Liaises with the Process Heads / Client to Identify Opportunity Areas & Prepare and Implement Improvements

  • Work closely with TLs on their associates' performance in terms of quality

  • Controls and reduces defects via planning and conducting transactional audits and evaluations and resolve disputes, if any

  • Performs and/or facilitates QA certification to newly hired QAs as part of the Quality On-boarding

  • Planning, implementation, and execution of quality-related trainings

  • Ensures different monitoring techniques such as recorded call monitoring, live monitoring and side barging, are in place to further drive and improve quality performance