supervisor, Quality AssuranceResultsCX

The Quality Assurance Supervisor is responsible in communicating Customer Experience trends and updates to internal and external customers.
This position is cross skilled in 3 or more accounts and has expert analytical skills and provides advanced insights also a mentor to CX Analysts. The Role is an Expert Speech Analytics Search Builder and also conducts internal and external calibration, RCA sessions and doing audit the auditor and reviewing data set and deep dive analysis
We expect greater of ourselves... What's Your Greater? Come find it at ResultsCX! In this role you will:
Communicate with internal and external clients regarding enterprise, site, team, and agent performance
Evaluate, document, and analyze calls through Call Miner to identify employee performance, call center trends, and customer satisfaction levels
Facilitate calibration/listening sessions, RCA of client and customer escalations
Perform other duties, functions, and tasks that are incidental and inherent to the job.
Develop search-based categories utilizing customer and associate language in tangent with Boolean and Proximity Operators
Research and understand customer and associate language from multiple accounts
Innovate strategies and solutions for quality, verification's, and customer advocacy group behaviors
Properly document the different stages in the build process
Present and define Category and Score event language, statistics, and the process of development
We are looking for someone who has:
Expertise on Customer Experience Standards- clients and internal customers
Two or more years of successful, progressively responsible experience in quality/performance management (experience leading teams as a Team Leader/Quality Lead is highly desired)
6 months of experience with Speech Analytics
A Bachelor's/College degree or equivalent experience
Expert computer and software skills; proficient in Microsoft Office: Word, Excel and
PowerPoint; and other QA tools: SharePoint, Formstack, CSI/VLauncher, Zero Variance, Hyper Quality, and TPG
Excellent communication skills, both verbal and written
Strong attention to detail, and exceptional organization skills and ability to multi-task in a dynamic, fast paced environment
Strong analytical and consulting skills (e.g., critical thinking, problem solving, decision making, and influencing )
Ability to provide on-call support, and work a flexible schedule
Strong background in calibration sessions (internal and with Client). Ensures that Client CX and customer satisfaction goals are met or addressed
Subject Matter Expert (SME) in at least one major line of business. SME status in multiple accounts is highly desired
Knowledge of common analytics practices is a plus - Six Sigma, Boolean Logic, etc...
Ability to develop and motivate teams (preferred Ready Coach/MTB5/Tiger Team certification)
Why join our ResultsCX team?
Employee Performance Incentives and Prizes
Frequent Employee events, games, parties, and all-around fun in the workplace
Healthcare Benefits
Opportunity to grow with ResultsCX if that's "Your Greater"
About ResultsCX:
We encourage our people to "expect greater", reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!
ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.
ResultsCX

Pasig City, Metro Manila
Permanent
Full-time