Position title
Call Center Supervisor – Quality Assurance
Description
Technical Competencies
- Responsible for monitoring agent (both Voice and Non Voice) - customer interactions against client specified policies and procedures.
- Responsible for conducting calibration with all the stakeholders of business to ensure standards.
- Report contact handling performance and statistics through monitoring and test contact evaluation.
- Participate in huddle sessions, share inputs with team members related to error trends, process updates and tech issues.
- Working in close tandem with Managers and TLs on the process for an excellent team and process performance.
- Report contact handling performance and statistics through daily and weekly reports.
- Prepare performance evaluations and documenting contact-handling procedures.
- Prepare TNAs basis the audit done and share the TNI with the training team.
- Coordinate with the training team to ensure the TNA is executed.
- One-on-one feedback to the associate’s basis the audit done.
- Provide domain knowledge & track external & internal escalations.
- Ability to conduct RCA to identify the underlying causes of defects and implement corrective and preventive measures.
- Strong analytical skills to interpret audit data, identify trends, and make data-driven decisions.
Qualifications
- Applicants must be a PERMANENT RESIDENT in the Philippines.
- Experience: 2-3 years of call center experience and a minimum of 1 year of experience as a Quality Analyst.
- Bachelor’s Degree holder.
- Soft Skills:
- Excellent verbal, written, and interpersonal communication skills.
- Outstanding customer service skills with a dedication to providing exceptional customer care.
- Exceptional time management, listening, and analytical skills.
- Ability to effectively interact with individuals at all levels, both inside and outside the company.
- Commitment to meeting deadlines and being results-oriented.
- Logical thinker with a strong attitude for learning.
- High degree of accuracy and attention to detail.
- Ability to work under pressure and meet stringent timelines when necessary.
- Willing to work on-site.
Contacts
To apply for this job email your details to joemark@incorp.ph.
Status
OPEN
Employment Type
Full-time
Industry
IT/BPO
Job Location
Parañaque
Base Salary
P50,000-P70,000
Date posted
03/27/2025
