Teleperformance Philippines - URGENT! Quality Assurance Supervisor| Teleperformance McKinley, Taguig

Location Teleperformance Philippines, Mandaluyong, Metro Manila, Philippines

Job Description

This position is the dedicated subject matter expert on the client's call handling guidelines and is the centralized point of calibration on the program for Teleperformance. Supervises a dedicated team of QA Analysts and ensures their calibration; coaching and development and productivity. Provides operations with daily and weekly highlights on quality and performance trends.

Required Skills:

Identify major areas of quality based opportunities, use root cause analysis to drill down to actual cause, then disseminate information effectively and implement change improvement
Maintain and perform analysis of daily, weekly, monthly QA based production reporting and individual variance tracking
Verify team attendance daily and confirm analyst's hours in the QA attendance tracker
Facilitation of internal and client driven calibrations while maintaining variance reporting and complete summarization of calibrations
In-depth familiarization of QA guidelines and perform updates based on calibration directives
Ability to analyze and solve complex QA issues then effectively disseminate and act upon the information
Willing to work a flexible schedule if necessary and maintain optimal scheduling assignment of tem members
Strong communication skills (verbal and written communications)
Strong attendance record
Ability to work independently
Professional demeanor
Must have experience with Microsoft Office (Outlook, Word, Excel, Powerpoint required)
Ability to perform other related duties and assignments as required by QA management
Must demonstrate and promote a positive attitude with team members
Ability to multi-task thru complex issues arising simultaneously

Skills Required

Strong Communication Skills
Positive Attitude
Empathetic to Customers
Attention to Detail
Open to Flexible Schedules
Calm Under Pressure
Analytical Skills
Problem Solving Skills
Creative Thinker

Qualification Required

College Graduate

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What this jobs offers

About Teleperformance Philippines Read more about Us

Teleperformance began operations in the Philippines in 1996 and has grown to become a preferred offshore contact center outsourcing option. Teleperformance serves as a strategic partner to the world’s largest companies in a wide variety of industries. Its customer care, technical support, customer acquisition, consulting and analytics, digital integrated business service solutions, and other high-value specialized services ensure consistently positive customer interactions that are reliable, flexible, and intelligent.