Quality Supervisor

Harte Hanks; Philippines; On-site; PHP 420,000 - 540,000; Full time

Job summary

Harte Hanks in the Philippines seeks a Quality Assurance Supervisor to lead a team of QA Analysts/Tech Leads. You will guide root-cause analysis and ensure corrective actions to prevent recurrence of quality issues.

The role emphasizes training, process auditing, and collaboration with internal and client teams to maintain high quality standards and compliant reporting.

Qualifications

• Minimum 6 months experience in team supervision.
• Knowledge of QA parameters and metrics is a plus.
• Strong analytical and listening skills.
• Detail-oriented with a results-driven mindset.
• Proven call handling skills and customer service orientation.
• Excellent verbal and written English communication.
• Excellent documentation skills with MS Word, Excel, and PowerPoint.
• Ability to meet deadlines and maintain quality standards.
• Professional demeanor and confidentiality.
• Ability to communicate effectively with agents, internal departments, clients, and management.
• Independent worker, prioritize tasks with minimal supervision.

Responsibilities

• Trains QA Analysts/Tech Leads on proper technique and procedures.
• Schedules auditing and other task assignments to direct reports.
• Reviews daily in-process audit paperwork.
• Documents and investigates deviations and non-conformances.
• Assists in Annual Product Review/Annual Report Compliance.
• Monitors the production processes and ensure consistency of procedures.
• Involvement in decision making to stop production if quality standards are not being met.
• Directly responsible for performance reviews, goal setting and personnel development plans for QA Analysts.
• Recruiting, interviewing, and hiring qualified QA Analysts/Tech Lead applicants to fill open positions.
• Addressing complaints and resolving personnel problems within the department.

Skills

Team supervision

Quality Assurance

Analytical skills

Attention to detail

Customer service orientation

English communication

Documentation skills

Deadline-driven

Job description

The Quality Assurance Supervisor manages a team of Quality Assurance Analysts/Tech Leads. This position is responsible for managing the day-to-day work of determining the root cause of defects to prevent recurrence of the issues and quality problems. Through its leadership, the Quality Assurance Analyst/Tech Leads uses data collected from monitoring and testing procedures to determine the cause of quality issues.

Essential Responsibilities and Deliverables

• Trains QA Analysts/Tech Leads on proper technique and procedures.
• Schedules auditing and other task assignments to direct reports.
• Reviews daily in process audit paperwork.
• Documents and investigates deviations, and non-conformances.
• Assists in Annual Product Review/Annual Report Compliance.
• Monitors the production processes and ensure consistency of procedures.
• Involvement in decision making to stop production if quality standards are not being met Directly responsible for performance reviews, goal setting and personnel development plans for QA Analysts
• Recruiting, interviewing, and hiring qualified QA Analysts/Tech Lead applicants to fill open positions.
• Addressing complaints and resolving personnel problems within the department

Critical Working Relationships

INTERNAL

Quality Assurance – Day to day supervision of operational competence of all direct reports.

Operations – Coordinates program related Quality Assurance launching to maintain quality scores per agent. Follow-up on agent adherence to cited deviances from policies and procedures.

Training – Keeps abreast of new policies and calibrates with Training for dissemination to agents.

Workforce – Coordinates for the working schedule of agents and/or any special projects be conducted for research.

EXTERNAL

Client Quality Representatives – Standardizes and ensures dissemination of quality policies/ procedures for compliance of Operations. Keeps abreast of latest parameters for quality audits of agents.

Third Party Vendors – Coordinates with external quality calibrations with the Client and Harte Hanks to ensure the rendering of top notch customer service.

Qualifications, Knowledge, and Skills

• At least have six (6) months experience in team supervision.
• Knowledge in Quality Assurance Parameters and Metrics’ is an advantage.
• Exceptional analytical and listening skills.
• Attentive to details and is result oriented.
• Should have gained mastery of call handling skills and a strong customer service orientation.
• Excellent verbal and written English communication skills.
• Excellent documentation skills: preferably proficient in working with Microsoft Word, Excel, and Power point.
• Proven ability to meet deadlines.
• Proven ability to achieve and maintain departmental quality standards
• Professional demeanor, dependable and able to maintain confidential information
• Must be able to effectively communicate with agents, internal departments, clients, customers, and management
• Ability to work independently, prioritize tasks and meet deadlines with minimal supervision

Measures of Performance

KPIs

• Productivity (Daily, Weekly Evaluation compliance)
• Employee Satisfaction Rating
• Customer Call/Transaction processing compliance – as required by client SoW
• Rate of Alignment (ATE and Internal/External Calibration sessions)
• Report/Deliverable Timeliness and Accuracy
• Reliability as defined by Harte Hanks Code of Conduct