Deskripsi Pekerjaan
Are you a seasoned Quality Assurance professional ready to take the next step in your career? Premier BPO Inc. is looking for a dedicated and strategic BPO Quality Assurance Supervisor to lead our quality assurance initiatives. In this pivotal role, you will oversee the QA team, ensuring that every customer interaction meets the highest standards of service excellence and strict compliance with company policies.
You will be responsible for analyzing performance metrics, identifying trends, and implementing data-driven strategies to drive continuous improvement across the organization. This is a fantastic opportunity for a detail-oriented leader to make a tangible impact on our customer satisfaction rates while managing a dynamic team in the heart of Eastwood, Metro Manila. Join us in our mission to deliver world-class service and excellence.
Tanggung Jawab
- Lead the daily operations and performance of the Quality Assurance team, ensuring consistent evaluation standards.
- Conduct regular monitoring of calls, emails, and chats to ensure compliance with scripts, tone, and policies.
- Analyze QA data and generate comprehensive performance reports to identify trends and areas for improvement.
- Coach and mentor QA analysts to enhance their evaluative skills and technical knowledge.
- Collaborate with department heads to develop and implement corrective action plans for quality issues.
- Ensure adherence to regulatory requirements and company quality assurance frameworks at all times.
- Drive initiatives that improve Customer Satisfaction (CSAT) and First Contact Resolution (FCR) rates.
Kualifikasi
- Bachelor's degree in any relevant field or equivalent work experience.
- At least 3-5 years of experience in BPO Quality Assurance, with at least 1 year in a supervisory or lead role.
- Strong knowledge of QA methodologies, call center metrics (KPIs), and quality monitoring tools.
- Proven track record of leading a team, mentoring staff, and conducting performance evaluations.
- Excellent communication, analytical, and problem-solving skills.
- Proficient in using CRM systems and QA software (e.g., Calabrio, Verint, or equivalent).
- High level of professionalism and ability to work in a fast-paced, target-driven environment.