Supr, Cust Care, Quality

Cebu, 07, PH, 6000

Description: 

Do you have at least 2-3 years Call Center QA Supervisory experience and strong analytical skills? Would like to be part of the Continuum Quality team? We have an immediate opening to support our Telecommunications client in the Philippines. If you are ready to take your BPO career to the next level, don't miss this great opportunity - APPLY TODAY

ESSENTIAL FUNCTIONS 

  • Oversees the QA team’s day-to-day activities 

  • Tracks the attendance of QA Analysts 

  • Tracks the daily, weekly, monthly and annual performance of QA Analysts 

  • Helps establish standards governing customer interactions and implements monitoring programs 

  • Collates audits done by Quality Analysts, summarizes observations, formulates actionable recommendations, and reports such to leadership 

  • Joins performance reviews to present Quality observations, recommendations and progress of action items 

  • Coordinates with Operations Supervisors and Managers on matters related to Quality 

  • Independently creates templates for audit forms or reports 

  • Conducts Audit the Auditors as a review for audits done by QA Analysts 

  • Assists the QA Manager in developing, implementing, and leading key process improvement efforts 

  • Coaches and mentors Quality Analysts 

  • Enrolls Quality Analysts in a performance improvement plan as a result of consistent non-performance 

  • Imposes corrective actions for Quality Analysts when necessary 

 

REQUIRED EDUCATION AND EXPERIENCE

  • Must have 2 years of QA supervisor experience
  • Should possess strong analytical skills 

  • Must have strong written and verbal communication skills since this role requires to be in communication with leaders and clients 

  • Must have intermediate knowledge of Office applications (Excel, PowerPoint, Word or equivalent Google applications), and experienced in creating reports from scratch

 

About Continuum Global Solutions, LLC

Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.