Customer Experience/Quality Assurance Supervisor - Quezon City, Pilipinas - AFNI Philippines Inc.

    AFNI Philippines Inc.
    AFNI Philippines Inc. Quezon City, Pilipinas

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    Customer Experience/Quality Assurance Supervisor

    Position Purpose:

    The CX Supervisor is responsible for supervising activities of CX Analysts in various areas of transaction quality which includes:

    • call monitoring and call auditing. Ensuring that quality metrics are met
    • and analytics are provided in partnership with the Operations team.

    Essential Functions and Responsibilities:

    • Supervises, selects, develops, trains, and evaluates personnel.
    • Monitors call center agent activities to ensure quality standards are met.
    • Communicates, implements, and interprets quality policies and procedures.
    • Analyzes, investigates, and recommends responses to escalated customer issues to ensure customer satisfaction.
    • Consolidates and created reports and analytics to various stakeholders.
    • Develops measures to analyze and improve overall efficiency.
    • Schedules personnel to provide adequate staffing levels.
    • Drives team metrics and individual team member scorecards to ensure team targets are met.
    • Performs regular team meetings and 1:1 session with their respective team members.
    • Covers for team members as needed to ensure a healthy balance of meeting their targets, learning and development and nurtures a healthy working environment.
    • Plans, coordinates, and executes projects if necessary.
    • Establishes and maintains effective working relationships with Operations Team.
    • Performs other duties as assigned.

    Requirements

    • Amenable to work onsite in Commonwealth Quezon City and/or SM Fairview
    • Amenable to work on a fixed night schedule.
    • At least 2 years of working experience in the same position.
    • Preferably Supervisor 5 Yrs & Up Experienced Employees specializing in Quality Control/Assurance or equivalent.
    • Candidate must possess at least a Vocational Diploma / Short
    • Course Certificate, Bachelor's/College Degree, any field.
    • Strong math and problem-solving aptitude with experience using
    • Microsoft Office Software (emphasis or spreadsheets) and recording System is preferred.
    • Experience utilizing quality tools and system to identify performance gaps, develop useful reports, and analyze results to determine corrective action and increase performance is preferred.
    • Ability to manager and implement multiple projects using project management tools/skills is preferred.
    • Demonstrate leadership experience and the ability to proactively resolve issues and develop employees is preferred.
    • Exemplary communication and interpersonal skills is preferred.