Convergys Hiring QA Supervisor in San Lazaro

Quality Assurance Supervisor – SAN LAZARO, MANILA
(National Capital Reg – San Lazaro, Manila)

RESPONSIBILITIES:
Job Overview

* Facilitates internal call monitoring, client and CSAT calibration sessions.
* Analyzes, manages and delivers data to Operations, Client Services and Training relative to individual, team and program level results/trends for the program’s top 2 success drivers (KPIs)
* Partners with local Operations to drive analytics
* Subject matter expert for Quality related client interaction on site
* Provides insight to Operations and Account Management relative to improvement opportunities
* Provides recognition to high performing teams and individuals’ relative improvement in the top two success drivers for the program
* Develops rapport and strong working relationships with internal operations and key management personnel
* Consults with Quality Management on process improvement, training, environment, Quality and CSAT tools and analysis, recommends and initiates appropriate change
* Assists with the development of Quality Evaluator staff members
* Interacts and coordinates with International Quality Monitoring team across all accounts to share best practices and ensure consistency

Candidate Profile:

* Must have proficiency with various software applications programs including e-mail messaging applications, Microsoft Word and Excel
* Strong facilitation skills
* Ability to use quality monitoring systems (i.e., e-talk, NICE) and use quality system tools (charts, graphs, etc.)
* Process Improvement knowledge/analytical skills preferred
* Strong knowledge of Convergys Transaction Monitoring Model preferred
* Ability to build effective working relationships
* Self Motivated
* Team oriented
* Excellent interpersonal, communication and presentation skills
* Must be willing to work on shifting schedules

REQUIREMENTS:

* Candidate must possess at least a Bachelor’s/College Degree , any field.
* At least 1 year(s) of working experience in the related field is required for this position.
* Applicants must be willing to work in San Lazaro,Manila.
* Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Quality Control/Assurance or equivalent.
* Full-Time positions available.

Convergys Philippines Services Corporation
Website: http://www.convergysphilippines.multiply.com | NEWS
Company Address: Convergys 1 Building 6796 Ayala Ave. cor. Salcedo St. Legaspi Village Makati City 1200
Tel: 5555-284
Industry: Call Center / IT-Enabled Services / BPO