Quality Supervisor

iQor; Talisay; On-site; PHP 240,000 - 420,000; Full time

Job summary

iQor is seeking a QA Supervisor in Talisay City to lead day-to-day supervision of QA agents and monitor call recordings for quality consistency across business units. You will coach, mentor, and partner with Operations to drive continuous improvement in customer experience.

The role requires 3+ years of call center experience and 1+ year in call quality. A high school diploma or equivalent is required, with opportunities for growth within a global team.

Qualifications

• 3+ years of call center experience in collections/sales/customer service/technical support.
• 1+ years of call quality experience.

Responsibilities

• Mentor and coach QA agents to improve performance.
• Analyze data from call monitoring to drive improvement actions.
• Collaborate with Operations and Training to address agents not meeting goals.
• Ensure adherence to call center objectives, standards, and policies.
• Monitor and evaluate agent performance, provide coaching, and take corrective action.

Skills

Call center experience

Call quality experience

Education

High school diploma

Job description

Location: Talisay City, Negros Occidental

We're excited you've considered to Be More with iQor. From Customer Interactions to Product Support, we'll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let's get started!

Job Summary:

Responsible for the day to day supervision and coaching of the QA Agents, monitoring and evaluating all call recordings for the call center to ensure consistency across business units and a continually improved customer experience

Responsibilities:

• Assist the Operations department in achieving goals by mentoring, coaching and training QA agents
• Analyze data derived from call monitoring to drive results and actions plans from root cause analysis.
• Collaborate with Operations and Training to create action plans for agents who do not consistently meet goals.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Offers new ideas and suggestions for improvement.
• Identifies and implements new practices and processes that are "best in field".
• Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority.
• Confers with reporting manager on complex or unusual situations.
• Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
• Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
• Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
• Understands and embraces the business and call center operations strategic direction.
• Performs other duties as assigned.

Skills Requirements:

• 3 or more years of call center experience in collections/sales/customer service/technical support.
• 1 or more years of call quality experience.

Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.