Supervisor qualityIBEX Global

Overview
The QA Supervisor will be responsible in managing client and product specific related concerns and ensures that all Quality Updates are communicated to all stakeholders and that everyone is calibrated. The incumbent also conducts root-cause analysis on monitored calls within Results. He/She will also do evaluation, documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.
Responsibilities
1. Evaluation, documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.
3. Facilitate calibration; facilitate/deliver new hire presentation
3. Correlates QA to other client metrics.
4. Communication with internal and external clients regarding employee/team performance
5. Facilitate RCA calibration, facilitate/deliver new hire presentation.
6. Perform other duties, functions and tasks that are incidental and inherent to the job.
Qualifications
1. Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree , any field.
2. At least 2 year(s) of working experience in the related field is required for this position.
3. Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Quality Control/Assurance or equivalent.
4. Extensive knowledge of Customer Care Expectations & Quality Guidelines
5. Strong knowledge of customer care processes and techniques
6. Excellent oral, written and interpersonal communication skills
7. Exceptional listening and analytical skills
8. Excellent time management skills
9. Ability to analyze data for trends
10. Demonstrated ability to work well in a team environment
11. Dedication to providing exceptional customer service
Knowledge
Proficient in the use of commonly used Quality Transaction Monitoring tools such as Verint, Nice as well as strong working knowledge in the use of reporting tools such as MS Excel and PowerPoint
Knowledge of Six Sigma methodologies preferably with Black and Greenbelt certification
Knowledge of COPC, TQM, ISO or other QM tools/concepts
Knowledge of Call Center operations and procedures
Skills
Excellent communication skills
Excellent presentation and analytical skills
Strong interpersonal skills at both individual and team level
Must possess effective organizational skills and time management skills
Strong reporting skills
Abilities
Ability to effectively lead a team and foster professional working relationships and high standard of work ethics
Possesses a collaborative working style and the ability to work independently and in a team environment.
Ability to plan, organize, and schedule work flow to meet rigid project deadlines
Adaptable and able to move with change while maintaining a positive attitude
Ability to work on several projects simultaneously
Ability to communicate professionally with all levels of management
Ability to work on a flexible schedule (graveyard/shifting schedule)
IBEX Global

Mandaluyong City, Metro Manila
Permanent
Full-time