QUALITY ASSURANCE SUPERVISOR

PH Global Jet Express; Pasig; On-site; PHP 502,000 - 725,000; Full time

Job summary

J&T Express is seeking a QA Team Lead to ensure strict SOP implementation and prevent misoperations in parcels. The role focuses on proactive quality processes, monitoring CCTV at delivery centers and branches, and mentoring QA staff to uphold service standards across sites.

The ideal candidate has 3+ years in QA leadership, a 4-year degree, and a track record of improving customer experiences through audits and disciplined compliance.

Qualifications

• Graduate of any 4-year course.
• 3 years of QA/Assurance lead/supervisor experience preferred in e-commerce or logistics.
• Experience in quality audits and process improvement is a plus.

Responsibilities

• Identify errors and process issues, escalation path and improvement recommendations.
• Conduct compliance reviews of batch docs and QA audits, including call center interactions.
• Communicate clearly across levels and cultures; manage complex escalations.
• Research cross-functionally to suggest process improvements identified via audits.
• Mentor new QA team members and promote knowledge sharing.
• Support customer service projects and quality improvement plans.
• Provide feedback to leadership to boost efficiency and customer satisfaction.
• Duties may be revised at the company's discretion.

Skills

Willing to be trained

Prepare reports

Team collaboration

Multitasking

Continuous improvement

Attention to detail

Decision making

Education

4-year degree

Job description

is a specialist in preventing operational errors by ensuring that the SOPs are strictly implemented in order to prevent misoperations or problematic parcels. He/she is concerned with the proactive procedural process of J&T Operations (both internal and external). Anticipates periods of problem occurrence and proposes plans to address those, one of which, is through monitoring of Delivery Center (DC) and Branches’ CCTV.

QUALIFICATIONS

1. 1. Graduate of any 4-year course.
2. 2. At least 3 years relevant work experience in Quality Control/Assurance or similar field as Team Lead/Supervisor preferred.
3. 3. Experience in E-Commerce or Logistics is a plus.

KNOWLEDGE, SKILLS, & ABILITIES

1. 1. Willing to be trained
2. 2. Can prepare reports.
3. 3. Can work with a team with minimum amount of supervision.
4. 4. Has the ability to multi-task as needed.
5. 5. Driven to attain continuous improvement.
6. 6. With keen attention to details.
7. 7. Ability to make decisions on matters involving immediate problem solving within his/her area of control.

DUTIES AND RESPONSIBILITIES

1. 1. Accurately & effectively identify errors and process issues to determine the appropriate escalation path for improvement in processes and the overall customer experience with the ability to make recommendations beyond authority.
2. 2. Performs the compliance review of all batch documentation related to quality assurance audits and evaluations. Including call center agent phone conversation, process and service knowledge.
3. 3. Ability to communicate both written and orally, accurately and effectively across different levels & cultural backgrounds. Handle more complex customer situations involving multi-site problem resolution and escalations.
4. 4. Perform necessary research and work cross functionally to identify and suggest process improvements for problem resolution as observed via audit process.
5. 5. Mentors new team members and encourages sharing among the QA team functions.
6. 6. Supports projects required for servicing customers and initiates business Quality improvement plans.
7. 7. Provides feedback to Call Center Director suggesting methods to increase efficiency and identify areas of opportunity to improve customer satisfaction.
8. 8. Duties may be supplemented or otherwise revised by J&T Express at its sole discretion.