Customer Experience/Quality Assurance Supervisor (Quezon City)

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. 

Qualifications

• 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