Quality Supervisor

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Quality Assurance Supervisor to lead a team of QA Analysts and Tech Leads in a fast-paced environment. You will guide daily defect investigations, drive root-cause analysis, and implement preventive quality measures across production and testing processes.

The role requires strong analytical skills, attention to detail, and excellent English communication. You will train staff, schedule audits, review in-process paperwork, and collaborate with internal and

Qualifications

• Experience supervising QA analysts or teams.
• Knowledge of QA parameters and metrics.
• Excellent verbal and written English communication.
• Ability to train staff and manage audits.
• Capable of documenting deviations and non-conformances.

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.
• KPIs and quality metrics tracking, ensuring alignment with client SoW.

Skills

Team supervision

Root-cause analysis

Quality metrics

Documentation

English communication

Process improvement

Attention to detail

Training

Analytical thinking

MS Office

Tools

Microsoft Word

Excel

PowerPoint

Job description

Overview of Job Responsibilities

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)
• Evaluation Accuracy – Dispute rate
• Program KPI focus (Ex. CSAT, AHT, QA, etc.)
• Report/Deliverable Timeliness and Accuracy
• Reliability as defined by Harte Hanks Code of Conduct