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

  • Quality Assurance Supervisor

    3 days ago

    Quezon City, National Capital Region, Philippines Jimini Foods Incorporated Full time ₱900,000 - ₱1,200,000 per year

    Oversees the entire activities of quality assurance department and ensures implementation of quality standards, procedures, processes, and programs are efficient and accurate;Responsible for ad hoc audit activities to ensure proper protocol are performed and observed specifically on product process, environment, sanitation, quality assurance, housekeeping,...

  • Quality Assurance and Control Officer

    2 weeks 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 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,...

  • Quality Supervisor

    17 hours ago

    Quezon City, National Capital Region, Philippines Bagong Pag-asa Bakery, Inc. Full time ₱240,000 - ₱300,000 per year

    Bagong Pag-asa Bakery, Inc. is seeking a dedicated Quality Supervisor to join our dynamic team. As a Quality Supervisor, you will play a pivotal role in ensuring the consistent delivery of high-quality products across our bakery operations. This full-time position is based in our Bagong Pag-asa, Quezon City, Metro Manila facility.What you'll be...

  • Quality Assurance Manager

    6 days ago

    Quezon City, National Capital Region, Philippines GOLDENGREEN(TM) Full time ₱900,000 - ₱1,200,000 per year

    Role DescriptionThis is a full-time remote role for a Quality Assurance Manager. The Quality Assurance Manager will be responsible for overseeing the entire QA process, including developing and implementing quality assurance policies and procedures, conducting inspections, and identifying quality issues. The role involves coordinating with various...

  • 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 Analyst

    3 days ago

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

    Job Description:Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followedComplete Quality Assurance and coaching session reports on a weekly basisProvide floor support, which can include actively taking phone callsAttend and participate in meetings with supervisors and managers to review monitoring listsAttend and participate in...

  • 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 Officer

    1 week 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...