Quality Assurance Supervisor | BPO

RESPONSIBILITIES:

• Leads day-to-day strategic and tactical activities of a Quality Assurance Analyst team
• Direct supervision of a team of Quality Assurance Analysts
• Consults with leadership on setting goals
• Identifies and helps implement tool and business requirements needed to accomplish goals
• Scopes project / initiative requirements
• Tracks achievement of objectives
• Provides timely resolution to any concerns and escalations
• Distributes workload to members of the team
• Tracks achievement of objectives
• Provides timely resolution to any concerns and escalations
• Ensures assigned team operates within defined scope, business requirements, and budget
• Ensures team activities are aligned with the company and client’s mission, vision, and values

QUALIFICATIONS:

• Fluency in English is required
• At least 1 year experience in leading a team of Quality Analysts
• With exposure to technical support campaign
• Bachelor's degree holder or College level is preferred
• Must have analytical and problem-solving skills, with expertise in quantitative and qualitative process analysis techniques, process metrics, and performance management
• Proficient personal computer skills, including Microsoft Office including Excel, and PowerPoint
• Excellent client presentation and documentation skills
• Excellent interpersonal, written, and oral communication skills
• Ability to define problems, collect data, establish facts, and draw valid conclusions to prioritize and work in a multi-tasked environment
• Ability to work effectively as part of a team in a dynamic, fast-paced environment
• Amenable to work onsite in Eastwood, Quezon City and shifting/night schedule