Quality Assurance Lead: Coach & Elevate CX

VXI Global Solutions; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

VXI Global Solutions in Manila is seeking a Quality Supervisor to lead, coach, and develop a team of Quality Analysts. You will drive performance improvements, monitor adherence to quality standards, and contribute to operational excellence across customer interactions.

You will conduct root cause analysis, collaborate with operations and training, generate quality reports, and stay current with industry best practices in quality assurance and customer experience.

Responsibilities

• Supervise, coach, and mentor a team of Quality Analysts, providing regular feedback and performance evaluations.
• Monitor and evaluate the quality of customer interactions (calls, chats, emails) according to established guidelines and scoring methodologies.
• Conduct root cause analysis of quality defects and identify trends, recommending and implementing corrective actions.
• Collaborate with operations and training teams to identify training needs and develop targeted quality improvement initiatives.
• Ensure adherence to all company policies, procedures, and client-specific quality requirements.
• Generate and analyze quality reports, presenting findings and recommendations to management.
• Participate in calibration sessions to ensure consistency in quality evaluations across teams.
• Develop and implement action plans to improve individual and team quality performance.
• Act as a subject matter expert on quality standards and best practices.
• Stay updated on industry trends and best practices in quality assurance and customer experience.

Job description

VXI Global Solutions in Manila is seeking a Quality Supervisor to lead, coach, and develop a team of Quality Analysts. You will drive performance improvements, monitor adherence to quality standards, and contribute to operational excellence across customer interactions.

You will conduct root cause analysis, collaborate with operations and training, generate quality reports, and stay current with industry best practices in quality assurance and customer experience.