Customer Experience/Quality Assurance Supervisor

1 day ago

Quezon City, National Capital Region, Philippines Afni PH Full time ₱900,000 - ₱1,200,000 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.

requirementDescription

  • 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

  • Quality Assurance Supervisor

    2 weeks ago

    Quezon City, National Capital Region, Philippines Mangan & Co., Inc Full time ₱800,000 - ₱1,200,000 per year

    Quality Assurance Lead - SupervisorCollege graduate with a bachelor's degree of Food Technology or equivalentWith at least 3-5 years' progressive experience in Food quality assurance, food safety and quality auditWith at least 1-2 years in a supervisory role handlingExperience as a QA in restaurant / food service operations, manufacturing, and supply...

  • Quality Assurance and Control Officer

    5 days ago

    Quezon City, National Capital Region, Philippines Quality Choices Corporation Full time ₱400,000 - ₱600,000 per year

    Quality Assurance and Control Officer - is responsible for ensuring that all products meet quality standards based on client specifications and regulatory requirements. This role involves inspecting incoming and outgoing goods, assessing supplier, compliance, and implementing quality assurance processes to maintain product consistency and customer...

  • Customer Experience/Quality Assurance Supervisor

    1 day ago

    Quezon City, National Capital Region, Philippines Afni, Inc. Full time ₱250,000 - ₱500,000 per year

    DescriptionPosition 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 metand analytics are provided in partnership with the Operations team.Essential Functions and Responsibilities:Supervises, selects,...

  • Quality Assurance Analyst

    6 days ago

    Quezon City, National Capital Region, Philippines Premier NX Full time ₱40,000 - ₱80,000 per year

    The QA Specialist ensures consistent service quality across all customer interactions by monitoring, evaluating, and guiding the performance of call center agents. This role involves analyzing quality trends, providing actionable feedback, and collaborating with operations to drive process improvement and enhance the customer experience.Key...

  • Quality Assurance

    5 days ago

    Quezon City, National Capital Region, Philippines FINGERTIP FINANCE CORP. Full time ₱900,000 - ₱1,200,000 per year

    RESPONSIBILITIESPerforms call monitoring and provide quality related reports of agent performanceServes as point of contact for quality issues and questionsPrepares metrics/KPI reports and interacts with operations regarding quality improvementsProvides performance feedback and input on all monitored calls and customer interaction (Chat, Email, Process...

  • Quality Assurance

    2 weeks ago

    Quezon City, National Capital Region, Philippines Direc Business Technologies, Inc. Full time ₱900,000 - ₱1,200,000 per year

    We are seeking a highly detail-oriented and proactive Quality Assurance (QA) Specialist to join our development team. The QA Specialist will ensure the delivery of high-quality and functional web and mobile applications by performing testing, identifying issues, and documenting resolutions. This role is essential in ensuring that software products are...

  • Quality Assurance

    2 weeks ago

    Quezon City, National Capital Region, Philippines DIREC BUSINESS TECHNOLOGIES INC. Full time ₱600,000 - ₱1,200,000 per year

    We are seeking a highly detail-oriented and proactive Quality Assurance (QA) Specialist to join our development team. The QA Specialist will ensure the delivery of high-quality and functional web and mobile applications by performing testing, identifying issues, and documenting resolutions. This role is essential in ensuring that software products are...

  • Quality Assurance Officer

    1 day ago

    Quezon City, National Capital Region, Philippines LUCKY TWINSCALE CORP Full time ₱336,000 per year

    Quality Assurance Officer - is responsible for ensuring that all products meet quality standards based on client specifications and regulatory requirements. This role involves inspecting incoming and outgoing goods, assessing supplier compliance, and implementing quality assurance processes to maintain product consistency and customer satisfaction.Duties and...

  • QA/Customer Experience Manager

    5 days ago

    Quezon City, National Capital Region, Philippines Afni, Inc. Full time ₱1,500,000 - ₱2,500,000 per year

    DescriptionPosition Purpose:The CX Manager is responsible for the cross-functional management of all quality assurance and client experience improvement initiatives related to an innovative new program designed to assist clients with transportation challenges. The emphasis is on building an environment that is supportive of a Best-in-Class client centric...

  • Quality Assurance Analyst

    6 days ago

    Quezon City, National Capital Region, Philippines Exxel Prime Int'l Trading Inc. Full time ₱120,000 - ₱240,000 per year

    About the roleExxel Prime International Trading Inc. is seeking a talented Quality Assurance Analyst to join our team in our South Caloocan, Metro Manila office. This is a full-time role that will play a crucial part in ensuring the quality and consistency of our products and services.What you'll be doingDevelop and implement quality assurance processes and...