SHORE Solutions Inc is seeking a Quality Supervisor for their Pasig City location to lead and develop a team of Quality Analysts (QAs) in enhancing customer experience while ensuring compliance with operational standards. The role involves collaboration across various departments and requires expertise in coaching, data analysis, and process improvement
Job Summary
Lead and develop a team of QAs through coaching and mentoring to promote positive customer experience and compliance.
Collaborate with various internal groups and clients to develop agents and meet operational targets through data analysis and process improvements.
Ensure the team operates efficiently, supports Operations in meeting client performance goals, and contributes to continuous development.
Matching Summary
Match Score: 85
SHORE Solutions Inc is seeking a Quality Supervisor for their Pasig City location to lead and develop a team of Quality Analysts (QAs) in enhancing customer experience while ensuring compliance with operational standards. The role involves collaboration across various departments and requires expertise in coaching, data analysis, and process improvement.
Skills & Requirements
Must-have
Team leadership and development
Quality assurance processes
Customer experience improvement
Compliance adherence
Data analysis and reporting
Collaboration with operations
Nice-to-have
Fostering fair and innovative culture
Mentoring team leaders and trainers
Client relationship management
Key Requirements
Reporting to Quality Manager
Ensuring efficient and timely delivery of quality work
Facilitating team engagement activities
Tracking team productivity and coverage targets
Onboarding and goal setting for new QAs
Providing feedback on campaign results
Conducting spot-checks on evaluations
Ownership of Critical Errors and Security Processes
Mentoring Team Leaders and Trainers on QA tools
Consolidating and analyzing quality metrics
Creating and documenting QA processes
Participating in internal and client meetings
Preparing QAs' monthly scorecards
Administrative functions including performance assessments