Customer Experience/Quality Assurance Supervisor

1 week ago

Quezon City, National Capital Region, Philippines Afni, Inc. Full time $40,000 - $60,000 per year

Position Purpose: 

The CX Supervisor is responsible for supervising activities of CX Analysts in various areas of transaction quality which includes: 

  • call monitoring and call auditing. Ensuring that quality metrics are met 
  • and analytics are provided in partnership with the Operations team. 

Essential Functions and Responsibilities:  

  • Supervises, selects, develops, trains, and evaluates personnel. 
  • Monitors call center agent activities to ensure quality standards are met. 
  • Communicates, implements, and interprets quality policies and procedures. 
  • Analyzes, investigates, and recommends responses to escalated customer issues to ensure customer satisfaction. 
  • Consolidates and created reports and analytics to various stakeholders. 
  • Develops measures to analyze and improve overall efficiency. 
  • Schedules personnel to provide adequate staffing levels. 
  • Drives team metrics and individual team member scorecards to ensure team targets are met. 
  • Performs regular team meetings and 1:1 session with their respective team members. 
  • Covers for team members as needed to ensure a healthy balance of meeting their targets, learning and development and nurtures a healthy working environment. 
  • Plans, coordinates, and executes projects if necessary. 
  • Establishes and maintains effective working relationships with Operations Team. 
  • Performs other duties as assigned. 
Qualifications
  • At least 2 years completed in college 
  • At least 2 years relevant experience in the BPO industry 
  • Amenable to night shift schedule 
  • Okay to work in Quezon City

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