Onsite Quality Team Lead: Client & Process Excellence

SupportNinja; Angeles; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Competitive Compensation

Retirement Savings Program

Life Insurance Coverage

HMO activated starting on your very 첫s

Free Dependent Coverage

Job summary

SupportNinja is seeking a Service Quality Supervisor to join onsite at Clark, Pampanga. The role involves supervising Quality Analysts, overseeing transaction monitoring, and driving quality standards to meet client goals.

You will coach analysts, lead audits, and collaborate with Operations and clients to resolve issues and support business needs. Strong leadership and analytical skills are essential for success in this fast-paced outsourced services environment.

Qualifications

• A Bachelor's degree in Business or a related field, or an equivalent trade qualification, where equivalent work experience may substitute for the educational requirement.
• A minimum of one to two (1-2) years of experience on a Quality Assurance team within an outsourced services environment.

Responsibilities

• Oversee transaction monitoring of new trainees and production employees to ensure quality meets or exceeds client goals and objectives.
• Perform regular audits on assigned Quality Analysts to ensure consistency of methods, quality of evaluation, and accuracy of scoring, providing documented feedback on strengths and opportunities.
• Review transaction and data trends in functional databases to identify the need to revise existing methods and procedures.
• Coach, mentor, and conduct formal performance appraisals for assigned Quality Analysts, and assist staff with career development goals.
• Partner with Talent Acquisition to develop hiring strategies for current and future open positions.

Skills

Analytical thinking

Team leadership

Communication

Quality mindset

Education

Bachelor's degree in Business or related field

Tools

COPC framework

Lean Six Sigma

BI dashboards

Job description

SupportNinja is seeking a Service Quality Supervisor to join onsite at Clark, Pampanga. The role involves supervising Quality Analysts, overseeing transaction monitoring, and driving quality standards to meet client goals.

You will coach analysts, lead audits, and collaborate with Operations and clients to resolve issues and support business needs. Strong leadership and analytical skills are essential for success in this fast-paced outsourced services environment.