Quality Assurance Supervisor | Onsite - Davao / Open for: TEAM MANAGERS/LEADERS

ALORICA TELESERVICES, INC.


Date: 2 weeks ago
City: Davao
Contract type: Full time

About the role

Alorica Teleservices, Inc., a leading global provider of customer experience solutions, is seeking a talented Quality Assurance Supervisor to join our team in Davao. As a Quality Assurance Supervisor, you will play a crucial role in ensuring the delivery of exceptional customer service by monitoring and evaluating the performance of our contact centre agents. This full-time, onsite position is an excellent opportunity for experienced Team Managers/Leaders looking to advance their career in the dynamic call centre and customer service industry.

What you'll be doing

  • Developing and implementing quality assurance processes to monitor agent performance and identify areas for improvement
  • Conducting regular audits and evaluations of agent calls, interactions, and adherence to standard operating procedures
  • Providing constructive feedback and coaching to agents to help them enhance their skills and deliver exceptional customer experiences
  • Collaborating with the management team to identify and address any process or system-related issues that may impact customer satisfaction
  • Maintaining detailed records and generating reports to track quality metrics and agent performance
  • Assisting in the development and delivery of training programs to upskill agents and improve overall team performance
  • Fostering a positive and motivating work environment that promotes continuous learning and development

    • What we're looking for

  • At least 3-5 years of experience in a quality assurance or supervisory role within a call centre or customer service environment
  • Strong analytical and problem-solving skills, with the ability to identify and address quality-related issues
  • Excellent communication and interpersonal skills, with the ability to provide constructive feedback and coaching to agents
  • Proficiency in monitoring and evaluating call recordings, chat logs, and other customer interaction data
  • A thorough understanding of quality assurance best practices and contact centre performance metrics
  • Ability to work collaboratively with cross-functional teams and contribute to the overall success of the organisation
  • Fluency in English, both written and spoken, with a strong command of the local language (Visayan/Cebuano)

    • What we offer

    At Alorica, we are committed to providing our employees with a supportive and rewarding work environment. In addition to a competitive salary, we offer a range of benefits, including health insurance, retirement plans, and opportunities for career advancement. We also prioritise work-life balance, with flexible working arrangements and various wellness initiatives to support the overall well-being of our team.

    If you're passionate about delivering exceptional customer experiences and are ready to take the next step in your career, we encourage you to apply for this exciting Quality Assurance Supervisor role with Alorica Teleservices, Inc. in Davao.

    Apply now

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