Quality Assurance & Performance Lead

Sutherland; Mandaluyong; Sur place; PHP 480 000 - 720 000; Plein temps

Résumé du poste

Sutherland is seeking a Quality Supervisor in the Philippines to oversee QA productivity, conduct auditing sessions, and mentor QAs. The role emphasizes enforcing COPC standards, driving feedback, and improving consultant performance within a collaborative team environment.

Strong leadership and communication are essential for success. The position requires 2–5 years in QA supervision, proficiency in MS Office and QA software, and a proactive approach to reducing waste while enhancing service

Qualifications

• At least 2-3 years of Quality Supervisor experience.
• Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment
• Proficiency in MS Office applications and quality management software
• Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends
• Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members
• In-depth knowledge of call center operations, performance metrics, and quality standards
• Experience in developing and implementing process improvements
• Understanding of regulatory compliance requirements in customer service
• Demonstrated leadership skills and ability to work collaboratively in a team environment
• Ability to multitask and work efficiently in a fast-paced, dynamic environment
• Strong attention to detail and commitment to maintaining high-quality standards
• Certifications such as Six Sigma or those focused on quality management are highly advantageous
• Experience with data analysis tools and reporting software is a plus

Responsabilités

• Prepare weekly Sampling Plan and share with the CE team.
• Ensure that all types of transactions are monitored.
• Ensure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side.
• Ensure Sampling Adherence is met MIPs are implemented if required.
• Track if the QAs are providing appropriate feedback basis the audits to improve consultant’s ability to perform better.
• Keep checking the QA's accuracy by doing ATA and Calibration.
• Be a consultant and advisor to the QAs to clarify on parameters during need.
• Conduct frequent QA reviews and provide inputs to QA on the areas to be focused.
• Analyse monitoring data to identify program level issues and opportunities.
• Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.
• Drive quality awareness programs and performance improvement projects.
• Work in a collaborative manner with stakeholders – various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers.
• Team Player - Ensure employee satisfaction.
• Build a positive working atmosphere within the team and engage the team members with employee engagement models.
• Build competencies within the team so they can pick up additional responsibilities/move to the next level.
• Look at ways to reduce waste and increase efficiency – Use process mapping techniques, quality tools to increase utilization, performance.

Connaissances

Analytical thinking

Problem solving

Communication skills

Leadership

Team collaboration

Multitasking

Outils

MS Office

Quality management software

Description du poste

Sutherland is seeking a Quality Supervisor in the Philippines to oversee QA productivity, conduct auditing sessions, and mentor QAs. The role emphasizes enforcing COPC standards, driving feedback, and improving consultant performance within a collaborative team environment.

Strong leadership and communication are essential for success. The position requires 2–5 years in QA supervision, proficiency in MS Office and QA software, and a proactive approach to reducing waste while enhancing service