Alorica Makati - Experienced BPO QA Supervisor

By proceeding - You agree that this will be processed as a referral by John Christopher Briagas - Alorica Training Supervisor

About the Role:
We are seeking an experienced Quality Assurance (QA) Supervisor to lead our QA team in monitoring, evaluating, and enhancing customer interactions. This role ensures that our call center operations meet high-quality service standards while driving continuous improvement.

Key Responsibilities:
✔️ Oversee the QA team in evaluating inbound and outbound calls, chat, and email interactions.
✔️ Develop and implement quality assurance strategies to enhance customer service performance.
✔️ Provide detailed feedback and coaching to agents to improve communication and adherence to company policies.
✔️ Collaborate with training teams to identify skill gaps and implement targeted learning initiatives.
✔️ Generate and analyze QA reports to identify trends, areas for improvement, and best practices.
✔️ Ensure compliance with industry regulations, company policies, and performance metrics.
✔️ Conduct regular calibration sessions with stakeholders to maintain consistency in quality evaluations.
✔️ Lead process improvement initiatives to enhance efficiency and customer satisfaction.

Qualifications:
- Proven experience as a QA Supervisor or Senior QA Analyst in a call center environment.
- Strong leadership skills with experience in managing and mentoring a QA team.
- Excellent analytical and problem-solving skills to identify and address performance gaps.
- Proficiency in QA tools and call monitoring systems.
- Exceptional communication and coaching skills to provide constructive feedback.
- Knowledge of industry compliance standards and customer service best practices.