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Training and Quality Supervisor

2 weeks ago

Cebu City, Central Visayas, Philippines XtendOps Full time

Job Description:

The Training and Quality Supervisor is responsible for overseeing training delivery and quality assurance processes to ensure agents meet performance, compliance, and customer experience standards. This role partners closely with Operations to drive continuous improvement through effective coaching, performance analysis, and skills development.

Key Responsibilities:

  • Lead and manage training programs for new hires and ongoing agent development
  • Supervise quality assurance activities, including call, chat, and email evaluations
  • Ensure compliance with client, company, and regulatory standards
  • Analyze performance and quality data to identify gaps and training needs
  • Provide coaching, feedback, and action plans to improve agent performance
  • Collaborate with Operations and stakeholders to align training and quality goals
  • Prepare and present quality and training reports to leadership
  • Support calibration sessions to ensure scoring consistency and accuracy

Qualifications:

  • Bachelor's degree or equivalent work experience
  • At least 2–3 years of experience in training, quality, or supervisory roles within a BPO
  • Strong understanding of contact center KPIs, quality frameworks, and coaching models
  • Excellent communication, facilitation, and leadership skills
  • Experience supporting voice, chat, and email programs

Skills:

  • Coaching and performance management
  • Data analysis and reporting
  • Stakeholder management
  • Process improvement mindset
  • Strong organizational and time management skills