supervisor Quality AssuranceAlorica

Requisition ID: 179231
Job Category: Call Center
Location: Philippines-Quezon City-Quezon City-Cubao Quezon City, PHP
Posted Date: 1/26/2022 10:01:52 AM
GET TO KNOW ALORICA
At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.
JOB SUMMARY
Supervise a Customer Experience team responsible for coaching new hires and experienced agents, evaluating, documenting, and reporting performance improvement initiatives that impact Customer Experience positively.
JOB RESPONSIBILITIES
Supervise performance of Customer Experience team by monitoring employee workload and performance and ensuring all department goals and deliverables are met and/or exceeded.
Ensure performance improvement initiatives are monitored, evaluated and reported for each assigned account(s) and/or program(s).
Lead coaching sessions with appropriate departments to ensure understanding of and adherence to client standards of excellence.
Review reports and status of performance improvement initiatives to develop customer related analytics and remedy action plans.
Responsible for performance reporting and analysis of the Customer Experience effort, identifying methods or strategies to improve performance.
Provide Training, Operations Management, and other applicable departments with timely feedback on analyses identifying issues and trends affecting performance initiatives and follows up to ensure accurate, meaningful, and timely training and/or coaching is delivered in response to identified opportunities or performance gaps.
Work with Quality leadership team to assess and ensure compliance with performance improvement plan against internal and external benchmarks.
Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives.
OTHER RELATED DUTIES
Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Perform other duties as assigned by management.
JOB REQUIREMENTS
Minimum Education and Experience:
Graduate of Bachelor's Degree, preferably with Masteral degree or units earned, or equivalent related experience required.
Minimum of 3 years related experience in a BPO call center environment and/or prior experience supervising multiple employees required. 4 years preferred.
Cross functional experience to include operations, quality, coaching, or training within a call center environment preferred.
Knowledge, Skills and Abilities:
Knowledge of process management/total quality concepts and techniques.
Demonstrated effectiveness in collaborating with other business functions to ensure performance objectives are met.
Be a self-starter able to proactively seek out solutions and make recommendations.
Project/program management skills and the ability to multitask in a changing environment.
Strong analytical skills.
Strong attention to detail and problem solving skills.
Excellent interpersonal, written, and oral communication and presentation skills.
Proficient personal computer skills including Microsoft Office.
Ability to influence and motivate others.
Ability to coach, develop, and manage performance of employees/coworkers.
Ability to adapt to a flexible schedule.
Ability to maintain the highest level of confidentiality.
Work Environment:
Office environment.
Physical Demands:
Ability to lift and/or move 20 pounds with or without accommodation.
ABOUT ALORICA
Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.
Alorica

Quezon City, Metro Manila
Permanent
Full-time