Quality Supervisor

About the role

Sutherland, a digital transformation company, is urgently hiring a full-time Quality Supervisor in Mandaluyong City. The role oversees quality assurance across call center operations, monitors transactions and audits, coaches QAs and drives quality awareness and continuous improvement.

Key responsibilities

• Prepare weekly sampling plans and share them with the CE team, and ensure all transaction types are monitored
• Ensure the three audit types recommended by COPC (Live, Recorded and Side-by-Side) are carried out and that sampling adherence and MIPs are met
• Track QA feedback, check QA accuracy through ATA and calibration, and act as consultant and advisor to QAs on parameters
• Conduct frequent QA reviews, analyse monitoring data to find program-level issues and opportunities, and share insights with Service Delivery, Training and other teams
• Drive quality awareness programs and performance improvement projects, and collaborate with stakeholders on performance
• Build a positive team atmosphere, develop team competencies and help members take on more responsibility
• Reduce waste and increase efficiency using process mapping and quality tools

Required profile

• At least 2-3 years of Quality Supervisor experience
• Minimum 3-5 years in quality assurance, preferably in a call center or customer service setting
• In-depth knowledge of call center operations, performance metrics and quality standards
• Leadership skills, strong attention to detail and ability to multitask in a fast-paced environment
• Certifications such as Six Sigma are highly advantageous

Required skills

• Proficiency in MS Office and quality management software
• Analytical and problem-solving skills, with data interpretation and trend identification
• Excellent verbal and written communication, with coaching ability
• Process improvement and regulatory compliance understanding; data analysis tools and reporting software are a plus