QA Supervisor (Davao Onsite)

Key responsibilities

• Performs random quality monitoring to gauge quality performance and overall understanding of customer experience
• Closely monitors the call quality and communication skills of the production employee and determines the need for special communication or soft-skills training
• Reviews the effectiveness of training and determine the need for any additional refresher or supplemental training for the associates
• Provides immediate and constructive feedback observed from quality performance indicators
• Liaises with the Process Heads / Client to Identify Opportunity Areas & Prepare and Implement Improvements
• Work closely with TLs on their associates' performance in terms of quality
• Controls and reduces defects via planning and conducting transactional audits and evaluations and resolve disputes, if any
• Performs and/or facilitates QA certification to newly hired QAs as part of the Quality On-boarding
• Planning, implementation, and execution of quality-related trainings
• Ensures different monitoring techniques such as recorded call monitoring, live monitoring and side barging, are in place to further drive and improve quality performance