Service Quality Lead: Data-Driven Coach

SupportNinja; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Competitive compensation

Day 1 health coverage

Dependent coverage

Life insurance & retirement plan

Paid time off + birthday leave

Free meals

Job summary

SupportNinja seeks a Service Quality Supervisor to lead a team of Quality Analysts, oversee audits, and drive performance improvements for our client operations. You will coach staff, monitor metrics, and collaborate with Operations and clients to resolve issues.

The role emphasizes data-driven decisions, process optimization, and strong leadership in a fast-paced outsourcing environment. Onsite at the HideOut Office with shifting schedules, and standard equipment provided.

Qualifications

• Bachelor's degree in Business or related field, or equivalent.
• At least 1 year of experience on a Quality Assurance team in outsourced services.
• Strong organizational, planning, time management, and analytical skills with teamwork and communication abilities.
• Ability to lead and supervise in a fast-paced, changing environment while managing multiple priorities.

Responsibilities

• Supervise a team of Quality Analysts and oversee transaction monitoring, quality audits, and performance feedback.
• Coach, mentor, and develop QA staff and drive process improvements.
• Serve as liaison between Quality, Operations and clients to resolve issues.
• Review data trends and set SMART department goals for continuous improvement.

Skills

Organizational skills

Planning

Time management

Analytical skills

Team-building

Interpersonal skills

Communication

Education

Bachelor's degree in Business or related field

Tools

COPC framework

Lean Six Sigma

Machine learning

BI platforms

Job description

SupportNinja seeks a Service Quality Supervisor to lead a team of Quality Analysts, oversee audits, and drive performance improvements for our client operations. You will coach staff, monitor metrics, and collaborate with Operations and clients to resolve issues.

The role emphasizes data-driven decisions, process optimization, and strong leadership in a fast-paced outsourcing environment. Onsite at the HideOut Office with shifting schedules, and standard equipment provided.