BPO CX Supervisor (QA 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.
Plans, coordinates and executes projects if necessary.
Establishes and maintains effective working relationships with Operations Team.
Performs other duties as assigned.

Minimum requirements:

At least 2 years completed in college
At least 2 years relevant experience in the BPO industry
Amenable to night shift schedule
Okay to work in Quezon city