Quality Assurance Supervisor

2 weeks ago

Manila, National Capital Region, Philippines Private Advertiser Full time ₱400,000 - ₱800,000 per year
About the Role

As a Quality Assurance Supervisor, you will play a pivotal role in enhancing service delivery by identifying performance gaps, implementing process improvements, and fostering a culture of excellence. You'll collaborate closely with cross-functional teams to ensure quality standards are met and exceeded, while supporting the professional growth of your team.


Key Responsibilities
  • Evaluate current customer service workflows to identify inefficiencies and recommend enhancements.
  • Design and implement quality programs that align with evolving business needs, including integration of newly acquired entities.
  • Partner with frontline teams to elevate performance and ensure adherence to quality standards.
  • Monitor and analyze quality metrics, audit results, and appeal outcomes to identify trends and improvement opportunities.
  • Lead calibration sessions and act as the subject matter expert for Call Center Quality (CCQ).
  • Provide actionable insights to stakeholders based on data-driven analysis.
  • Champion continuous improvement initiatives and contribute to a positive organizational culture.
  • Ensure timely completion of monthly audit assignments and maintain data accuracy.
  • Drive performance management and contribute to favorable Employee Experience Survey outcomes.
  • Collaborate with other supervisors to align quality goals and operational strategies.

Required Qualifications
  • Minimum 2 years of experience in leadership or facilitation roles.
  • At least 1 year of supervisory experience in a BPO or healthcare setting.
  • 1+ year of experience in the healthcare industry.
  • Proficiency in Microsoft Office tools: Word, Excel, and PowerPoint.

Preferred Qualifications
  • 1+ year of experience in call center quality assurance or customer experience improvement.
  • Prior exposure to quality monitoring and metric development within the healthcare domain.

Why Join Us?
  • Be part of a dynamic team that values innovation and continuous learning.
  • Enjoy a collaborative work environment with opportunities for growth and development.

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