Overview
Quality Supervisor Jobs in Taguig, National Capital Region, Philippines at HCLTech
Title: Quality Supervisor
Company: HCLTech
Location: Taguig, National Capital Region, Philippines
JOB DESCRIPTION:
Lead a team of Quality Analysts and drive day-to-day goals
Monitor transactions in accordance with KPIs and SLAs
Provide additional monitoring as needed and/or requested by client or deemed necessary by the project
Ensure accuracy of metrics through regular evaluation and assessment
Assist Team Lead in analyzing all DSATs/errors received by team members
Group coaching for widespread QA problems
Follow up on feedback submitted by client
Own, prepare content, and present quality reporting for WBR/MBR/QBR
Identify QA problem areas, overseeing projects to address these issues, measuring the impact of these initiatives
Identify training opportunities and conduct refresher trainings
Attend internal and external calibration to ensure process alignment
Lead weekly QA debrief meeting with the teams
Suggest & implement value-add for business and process improvement
Participate in frequent discussions to facilitate understanding and change needed to improve business performance
SKILLS AND COMPETENCIES
Skilled in providing concise and accurate evaluation
Ability to present opportunities cited in an effective method
Preparation of daily, weekly, monthly reporting to site and client.
Ensure adherence to SLA and timely completion of Quality deliverables set by the management
Participate in planning and execution geared towards process and team member development
Attendance on daily huddles and weekly meetings
Knowledgeable in process and updates and able to handle escalations as back up to team leaders
Experience of ensuring project schedules are adhered to as per client specifications and deliveries are as per the time and quality standards
Must have basic understanding of support process Hands-on experience of transactional/call monitoring
Has experience in managing escalations, creating dashboards and reports
Experience in creating Quality Documents and Knowledge Base articles to ensure process improvement and compliance
Absolute credibility with internal business partners and customers.
Excellent organizational, and time management skills
Demonstrates effective problem solving and decision-making skills, good insight and judgment as well as innovative and creative thinking
Skilled in using computer software applications such as Microsoft Office
