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URGENT! Quality Assurance Supervisor| Teleperformance McKinley, Taguig

Teleperformance McKinley

Teleperformance Philippines

Teleperformance McKinley 33.56 km

Teleperformance Philippines 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

What this jobs offers

Teleperformance Philippines 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.

  • Teleperformance Philippines
  • Teleperformance Philippines
  • Teleperformance Philippines