Quality Assurance Supervisor

J&T Express; Pasig; On-site; PHP 402,000 - 670,000; Full time

Job summary

J&T Express is seeking a QA Supervisor to prevent operational errors by ensuring strict SOP implementation. The role focuses on proactive process improvement, CCTV monitoring at Delivery Centers and branches, and cross-functional collaboration to protect customer experience.

The ideal candidate has a 4-year degree and 3+ years in QA/Quality Control, preferably with leadership experience in ecommerce or logistics. Willingness to train and strong detail orientation are essential.

Qualifications

• Graduate of any 4-year course.
• 3+ years in Quality Control/Assurance or similar, with leadership preferred.
• Experience in Ecommerce or Logistics is a plus.

Responsibilities

• Identify errors and process issues and determine escalation paths for improvement.
• Conduct compliance reviews of batch documentation for QA audits and evaluations.
• Communicate effectively across different levels and cultures.
• Research and collaborate cross-functionally to suggest process improvements.
• Mentor new team members and support QA projects.
• Provide feedback to leadership to improve efficiency and customer satisfaction.
• Duties may be revised by J&T Express at its discretion.

Skills

Willing to be trained

Prepare reports

Teamwork

Multi-tasking

Continuous improvement

Attention to detail

Decision making

Education

4-year degree

Job description

QA Supervisor is a specialist in preventing operational errors by ensuring that the SOPs are strictly implemented in order to prevent mis operations 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

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

KNOWLEDGE, SKILLS, & ABILITIES

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

DUTIES AND RESPONSIBILITIES

• 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.
• 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.
• 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.
• Perform necessary research and work cross functionally to identify and suggest process improvements for problem resolution as observed via audit process.
• Mentors new team members and encourages sharing among the QA team functions.
• Supports projects required for servicing customers and initiates business Quality improvement plans.
• Provides feedback to Call Center Director suggesting methods to increase efficiency and identify areas of opportunity to improve customer satisfaction.
• Duties may be supplemented or otherwise revised by J&T Express at its sole discretion.