Customer Experience/Quality Assurance Supervisor (Quezon City)

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.