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QA Supervisor

IBEX Global Solutions (Philippines) Inc. Parañaque City

Jobs BPO/Call Center/ IT-Enabled Services

Quality Supervisor
This position manages client and product specific related concerns and ensures that all Quality Updates are communicated to all stakeholders and that everyone is calibrated. The incumbent also conducts root-cause analysis on monitored calls within Results.

• Evaluation, documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.
• Facilitate calibration, facilitate /deliver new hire presentation.
• Correlates QA to other client metrics.
• Communication with internal and external clients regarding employee/team performance.
• Facilitate RCA calibration, facilitate /deliver new hire presentation.
• Perform other duties, functions and tasks that are incidental and inherent to the job.

• Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree , any field.
• At least 2 year(s) of working experience in the related field is required for this position.
• Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Quality Control/Assurance or equivalent.
• Extensive knowledge of Customer Care Expectations & Quality Guidelines.
• Strong knowledge of customer care processes and techniques.
• Excellent oral, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Excellent time management skills.
• Ability to analyze data for trends.
• Demonstrated ability to work well in a team environment.
• Dedication to providing exceptional customer service

ID #5180 Location Parañaque City Industry BPO/Call Center/ IT-Enabled Services Type Full Time Role QA Supervisor Career Level Middle Presence Office

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2 Languages

Salary & Benefits

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Full Time Above expected salary /Month
Benefits Medical, Miscellaneous allowance, Dental, Program Incentives and Allowances

Company Information

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IBEX Global Solutions (Philippines) Inc.

Est. In 2002 501+ People 1 Job

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Contact Details

IBEX Global Solutions (Philippines) Inc. 7F SM BF, Sucat Rd. cor. President Phone: 667-1111 Website: http://ibexglobal.com.ph Email: phcareers@ibexglobal.com http://www.facebook.com/ibexglobalphilippines Twitter
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