Urgent Hiring: Quality Supervisor

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Quality & Regulatory (Non-Software)Skills: ["Communication","Leadership","Analytical","Problem-solving","Teamwork"]

Lead the quality assurance function for a telecommunications contact-center environment in the Manila area, overseeing COPC audits (Live, Recorded, Side-by-Side), sampling plans, and QA coaching to improve consultant performance. Analyze monitoring data, drive process improvements, and communicate insights to Service Delivery and Training teams. Build competencies, engage the team, and identify opportunities to reduce waste and increase efficiency.

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FursaFursa
Sutherland
Sutherland
4 months ago

Urgent Hiring: Quality Supervisor

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 minutes agoStatus: Live

Job Summary

Lead the quality assurance function for a telecommunications contact-center environment in the Manila area, overseeing COPC audits (Live, Recorded, Side-by-Side), sampling plans, and QA coaching to improve consultant performance. Analyze monitoring data, drive process improvements, and communicate insights to Service Delivery and Training teams. Build competencies, engage the team, and identify opportunities to reduce waste and increase efficiency.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Manager level

Key Responsibilities

  • •Prepare weekly Sampling Plan and share with the CE team.
  • •Ensure that all types of transactions are monitored.
  • •Ensure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side.
  • •Drive quality awareness programs and performance improvement projects.
  • •Collaborate with stakeholders to discuss performance and deliver excellent service to customers

Key Requirements

  • •At least 2-3 years of Quality Supervisor experience.
  • •Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment
  • •Proficiency in MS Office applications and quality management software
  • •Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends
  • •Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members
Experience:Telecommunications
Skills:CommunicationLeadershipAnalyticalProblem-solvingTeamwork
Certifications:Six Sigma
Languages:English
Tech Stack:MS Office

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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