Customer Experience/Quality Assurance Supervisor

3 days 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

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