Customer Experience/Quality Assurance Supervisor

1 week ago

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

Description
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.

Requirements

  • 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

  • Customer Experience/Quality Assurance Supervisor

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

  • START ASAP Quality Assurance Manager/Customer Experience Manager

    2 weeks ago

    Quezon City, National Capital Region, Philippines 79c1110f-dc8c-4789-8bcc-3e96375eb836 Full time ₱1,200,000 - ₱2,400,000 per year

    Position Purpose:The Customer Experience 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...

  • Quality Assurance Officer

    2 weeks ago

    Quezon City, National Capital Region, Philippines 7644db76-ccc2-48d7-b903-9d1bc8d76058 Full time ₱25,000 - ₱30,000 per year

    Dempsey Resource Management Placement is hiring a Full time Quality Assurance Officer role in QC, NCR. Apply now to be part of our team.Requirements for this role:Looking for candidates available to work:Mon morningMon afternoonTue morningTue afternoonWed morningWed afternoonThu morningThu afternoonFri morningFri afternoonSat morningSat afternoon2-3 years of...

  • Quality Assurance Analyst

    2 weeks 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

    2 weeks 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...

  • QA/Customer Experience Manager

    2 weeks 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

    2 weeks 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...

  • Quality Assurance Specialist

    1 week ago

    Makati City, National Capital Region, Philippines Cartrack Full time ₱1,200,000 - ₱2,400,000 per year

    We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Quality Assurance Specialistto join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.Job...

  • Quality Assurance

    2 weeks ago

    Quezon City, National Capital Region, Philippines CITI HRM CORPORATION Full time ₱144,000 - ₱250,000 per year

    Core Quality Assurance TasksInspect raw materials for compliance with safety and quality standards before production beginsMonitor production processes to ensure adherence to Good Manufacturing Practices (GMP) and HACCP protocolsConduct routine lab tests on in-process and finished products (e.g., pH, moisture, microbial load)Document and analyze results to...

  • Quality Assurance Analyst

    2 weeks ago

    Quezon City, National Capital Region, Philippines Probe CX Full time ₱250,000 - ₱500,000 per year

    Quality Assurance Analyst (QA) is responsible for ensuring that processes, services, and customer interactions meet established quality standards. It plays a crucial role in identifying and addressing improvement opportunities through quality checking to ensure compliance, accuracy, and efficiency. The focus of this role is to help improve the overall...