Quality Assurance Supervisor — Call Center Insights Lead

Sutherland Global; Mandaluyong; Presencial; PHP 350.000 - 550.000; Jornada completa

Descripción de la vacante

Sutherland Global in Mandaluyong, Philippines is seeking a Quality Supervisor to lead QA audits, manage sampling plans, and ensure COPC-aligned practices across customer service operations.

You will coach QA analysts, analyze monitoring data for trends, and drive improvements by calibrating performance, sharing insights with Service Delivery and Training teams, and fostering a collaborative, high-quality culture.

Formación

• 2–3 years of Quality Supervisor experience.
• 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

Responsabilidades

• Prepare weekly Sampling Plan and share with the CE team.
• Ensure that all types of transactions are monitored.
• 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.

Conocimientos

Quality assurance

Analytical thinking

Problem solving

Leadership

Communication

Herramientas

MS Office

Quality management software

Descripción del empleo

Sutherland Global in Mandaluyong, Philippines is seeking a Quality Supervisor to lead QA audits, manage sampling plans, and ensure COPC-aligned practices across customer service operations.

You will coach QA analysts, analyze monitoring data for trends, and drive improvements by calibrating performance, sharing insights with Service Delivery and Training teams, and fostering a collaborative, high-quality culture.