Job Description Job Summary
A Senior Quality Team Leader fills in for the Training and Quality Manager when needed and is responsible for maintaining business operations in the absence of the TQA Manager. Assists the TQA Manager by giving constructive feedback to improve the operations of the business. Helps oversee daily activities, such as staffing, scheduling, and client relations. A Senior TQA Lead will also be responsible for supervision, training, and development of supervisor/s under him/her. An important part of the position involves listening carefully to leaders and understanding their objectives in order to carry out plans involved in daily activities and are qualified to make suggestions regarding improvements to the department's operations that would benefit the company.
Job Duties and Responsibilities
Key Responsibilities:
Participates in design of call/ticket/email/etc. monitoring formats and quality standards. Performs quality monitoring and provides trend data to clients and operations. Uses quality monitoring data management system to compile and track performance at team and individual level. Provides actionable data to various internal support groups as needed. Prepares and analyzes internal and external quality reports for management staff review. Provide clear insight into performance drivers and the levers which impact performance. Design quality rules, guidelines and forms to achieve the highest performances. Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability. Creates and regularly reviews framework and methodology for calibrating internal and external QA resources to ensure alignment to QA policies. Integrates overall QA process with CSAT program to understand the needs of customers to close gaps in QA and training. Creates QA methodology and framework in order to measure the quality of service delivery and creates a plan to close identified gaps in performance. Trains, mentors and coach team ensuring a highly productive and efficient workforce. Analyzes company data, and develops and implements initiatives to improve agent performance. Documents team processes and company policies to record quality management framework, standards, and procedures.
Management and Administrative Tasks:
Coordinate with HR and Finance departments with concerns such as team members concerns that are directly impacting the employee, HR and Finance. Resolve any exceptional cases that may arise within the team. Motivate and lead the team in attaining target scores for quality, productivity and overall Key Performance Indicators. Creates and implements process improvements. Responsible for tracking the team attendance and leave consumption. Preparation and generation of Weekly Productivity Reports. Provide immediate coaching to Supervisors (first level) for de-escalation. Facilitate Team Activities and Internal Program initiatives. Ensure delivery and sign-off of memos and policy guidelines to the team. Immediate in-charge of escalation whenever there are IT or any Technical issues. Training and on-boarding of new supervisors. Other administrative tasks analogous to the above. Ad-hoc tasks and deliverables as directed by Manager.
Customer/Client Management:
Assist TQA Manager in liaising with clients and address client queries. Build relationships between clients/colleagues/departments/branches/business partners/dealers. Assist TQA Manager in managing and implementing client directives and instructions. Requirements 2-3 years of BPO Experience as a QA Supervisor/Lead 3-5 years of BPO Experience in QA Experience in developing data, reports and quality forms and guidelines is a must Experience in handling pioneer accounts and building a QA team is preferable Exceptional listening and analytical skills Adept in using Microsoft Office (intermediate Word, basic Excel) Excellent verbal, written and interpersonal communication skills Outstanding customer service skills and dedication to providing exceptional customer care Must be able to effectively deal with people at all levels inside and outside of the Company Creative ability & writing proficiency Ability to multitask and successfully operate in a fast paced, team environment Must adapt well to change and successfully set and adjust priorities as needed Must be willing to work in shifting schedules Must be amenable to work in-office as required (BGC/Makati) Benefits WHAT WE OFFER:
Great Place to Work-Certified Company
Premium HMO
Holistic employee experience
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program
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