Quality Assurance Supervisor

J&T Express; Valenzuela; On-site; PHP 350,000 - 520,000; Full time

Job summary

J&T Express is seeking a QA Supervisor to prevent operational errors by ensuring that the SOPs are strictly implemented across delivery centers and branches, including CCTV monitoring. The role focuses on proactive procedural improvements and monitoring to address potential issues and protect customer experience.

You will review batch documentation, audits, and call center interactions, mentor teammates, and work with the Call Center Director to drive efficiency and quality across sites.

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.

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.

Skills

Quality control

Team leadership

Attention to detail

Problem solving

Education

Bachelor's degree

Job description

QA Supervisor 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

• 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