Deskripsi Pekerjaan
Are you a detail-oriented leader with a passion for elevating customer experience? Alorica, a global leader in customer experience and business process outsourcing (BPO), is looking for an experienced Quality Assurance Supervisor to join our thriving team in Makati City. This is your chance to take ownership of quality standards, mentor teams, and drive significant business impact in a fast-paced and rewarding environment.
As a QA Supervisor, you will be the cornerstone of our quality strategy. You will oversee end-to-end quality monitoring, conduct deep-dive performance analysis, and lead calibration sessions to ensure alignment with client expectations. Your ability to identify trends, coach effectively, and foster a culture of continuous improvement will be vital to our success. You will work closely with Operations and Training teams to implement solutions that boost agent performance and customer satisfaction scores.
We are looking for a proactive and results-driven professional who thrives on challenges. If you have a solid background in BPO quality assurance, a knack for analytics, and a genuine desire to develop people, Alorica is the perfect place to build your future. We offer a supportive culture, opportunities for growth, and a competitive compensation package. Elevate your career with a company that values your expertise and invests in your success.
Ready to make a difference? Take the next step in your career journey.
Tanggung Jawab
- Supervise and manage a team of Quality Analysts, ensuring consistent execution of monitoring and evaluation schedules.
- Conduct regular quality audits and side-by-side coaching sessions to drive performance improvement and skill development.
- Partner with operations leadership to analyze quality data, identify performance gaps, and implement effective improvement plans.
- Lead calibration sessions with clients and internal teams to maintain alignment on quality standards and scoring guidelines.
- Design and facilitate training modules focused on quality, compliance, and process adherence for agents and new hires.
- Generate and present comprehensive quality dashboards, trend reports, and actionable insights to senior management.
- Champion continuous improvement projects utilizing methodologies such as Lean, Six Sigma, or COPC standards.
- Ensure adherence to company policies, data privacy regulations, and specific client contractual requirements.
Kualifikasi
- Bachelor's degree in any field; a focus on Business, Communications, or Industrial Engineering is a plus.
- At least 2-3 years of experience in Quality Assurance in a BPO or Call Center environment.
- Minimum of 1 year proven experience in a supervisory or team lead capacity.
- Knowledge of quality assurance tools, methodologies, and best practices (e.g., Oracle, Verint, NICE, Calibration).
- Strong analytical skills with the ability to derive insights from complex datasets and trends.
- Excellent communication and interpersonal skills, with the ability to provide constructive feedback and motivate teams.
- Proficiency in MS Office applications (Excel, PowerPoint, Word) and reporting tools.
- Willingness to work on-site in Makati City and adapt to shifting schedules including night shifts.