Quality Assurance Supervisor

ClearSource BPO


Date: 3 weeks ago
City: Pasig City
Contract type: Full time
Remote
Why ClearSource?
ClearSource is a people-driven company focused on delivering exceptional customer experiences every day! We truly believe in our Core Values – Customer First, Personal Accountability, Humble Courage, Hungry, and Happy & Healthy. They define ClearSource’s DNA and make us a great company to work for. We support all our people in helping them realize their greatest potential.

ClearSource is looking for an exceptional Quality Assurance Supervisor to work with our QA professionals. If you are a collaborative with a quality performance planning mindset and want to join a company with a fantastic work culture, then this opportunity is for you!

Enjoy these outstanding perks and benefits:
  • Competitive salary
  • Medical and dental Insurance (with free dependents)
  • Group life insurance
  • Paid time off (PTO)
  • Outstanding career growth
  • Passionate, energetic & innovative work culture
  • Friendly, team-driven environment
  • Skills and leadership development
What you will do as a Quality Assurance Supervisor
  • Weekly, hold one-on-one meetings with direct report Quality Analysts to:
  1. Build relationships of mutual trust
  2. Hold them accountable to making meaningful progress toward their dream and career goals
  3. Ensure and assess their implementation of the ClearSource leadership training tools (the coaching process, one-on-one meeting format, People Analyzer, and Performance Self-Assessment)
  4. Review their attainment of the KPIs outlined in their respective role definitions.
  5. Hold each other accountable to commitments made.
  6. Update your People Analyzer and, monthly, administer the Performance Self-Assessment to direct report.
  • Weekly, coordinate with your team to ensure:
  1. Teaching opportunities are provided which support our approach to Successful Staff, so that each person can honestly say “I love my job.”
  2. That the needs of Operations leadership, Learning and Development, and Client as the primary customers of the Quality department, are being met and identify opportunities for improvement.
  • Weekly, attend quality meetings and client discussion.
  • Weekly, provide reporting on quality metric, evaluations targets are achieved, agent level and account level target scores are achieved.
  • Weekly, meet with L & D and Leadership teams to review quality trends and actionable insights to use as improvement plans to achieve quality targets.
  • Weekly, review accuracy in the quality dashboard by cross checking data in quick sight dashboard and raw data to confirm accuracy of the quality report.
What ClearSource Needs from You
  • Bachelor's Degree is preferred.
  • With good attendance record
  • With no disciplinary or corrective actions for the last 6 months
  • With minimum of 1 year QA tenure in ClearSource
  • Effective communications skills

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