Sutherland

Global BPO providing customer lifecycle management

Quality Supervisor

Customer ExperienceConfirmed live in the last 24 hours

Full-timeMandaluyong, Metro Manila, PhilippinesNo salary listedIn-person

About the Job

Requirements

At least 2–3 years of experience as a Quality Supervisor.
At least 3–5 years of experience in quality assurance, preferably in a call center or customer service environment.
Proficiency in Microsoft Office applications and quality management software.
Ability to interpret complex data and identify trends.
Ability to provide constructive feedback and coach team members.
In-depth knowledge of call center operations, performance metrics, and quality standards.
Experience developing and implementing process improvements.
Understanding of regulatory compliance requirements in customer service.
Ability to multitask and work efficiently in a fast-paced, dynamic environment.
Strong attention to detail and commitment to maintaining high-quality standards.

Responsibilities

Prepare the weekly sampling plan and share it with the CE team.
Ensure all types of transactions are monitored.
Ensure all three audit types recommended by COPC—live, recorded, and side-by-side—are completed.
Ensure sampling adherence and implement MIPs when required.
Track whether QAs provide appropriate audit-based feedback to improve consultants’ performance.
Check QA accuracy through ATA and calibration.
Advise and support QAs by clarifying parameters as needed.
Conduct frequent QA reviews and provide QAs with input on areas to focus on.
Analyze monitoring data to identify program-level issues and opportunities.
Communicate insights and analysis regularly to teams such as Service Delivery and Training.
Drive quality-awareness programs and performance-improvement projects.
Collaborate with stakeholders to discuss performance and partner with programs to deliver excellent customer service.
Support employee satisfaction and build a positive working atmosphere within the team.
Engage team members through employee-engagement models.
Build team competencies so members can take on additional responsibilities or advance to the next level.
Identify ways to reduce waste and improve efficiency by using process-mapping techniques and quality tools to improve utilization and performance.

Desired Qualifications

Six Sigma or quality-management certifications are highly advantageous.
Experience with data-analysis tools and reporting software is a plus.

Job Description

Prepare weekly Sampling Plan and share with the CE team.
Ensure that all types of transactions are monitored.
Ensure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side.
Ensure Sampling Adherence is met MIPs are implemented if required.
Track if the QAs are providing appropriate feedback basis the audits to improve consultant’s ability to perform better.
Keep checking the QA's accuracy by doing ATA and Calibration.
Be a consultant and advisor to the QAs to clarify on parameters during need.
Conduct frequent QA reviews and provide inputs to QA on the areas to be focused.
Analyse monitoring data to identify program level issues and opportunities.
Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.
Drive quality awareness programs and performance improvement projects.
Work in a collaborative manner with stakeholders – various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers.
Team Player - Ensure employee satisfaction.
Build a positive working atmosphere within the team and engage the team members with employee engagement models.
Build competencies within the team so they can pick up additional responsibilities/move to the next level.
Look at ways to reduce waste and increase efficiency – Use process mapping techniques, quality tools to increase utilization, performance.

Qualifications

At least 2-3 years of Quality Supervisor experience.
Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment
Proficiency in MS Office applications and quality management software
Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends
Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members
In-depth knowledge of call center operations, performance metrics, and quality standards
Experience in developing and implementing process improvements
Understanding of regulatory compliance requirements in customer service
Demonstrated leadership skills and ability to work collaboratively in a team environment
Ability to multitask and work efficiently in a fast-paced, dynamic environment
Strong attention to detail and commitment to maintaining high-quality standards
Certifications such as Six Sigma or those focused on quality management are highly advantageous
Experience with data analysis tools and reporting software is a plus

Additional Information

About the Company

Sutherland

Global BPO providing customer lifecycle management

Sutherland provides business process outsourcing that manages the entire customer lifecycle for clients, including customer support, sales, and related operations across multiple industries. It combines process consulting with outsourced delivery, using end-to-end services that mix human agents with digital tools such as AI and analytics across a global delivery network. It differentiates itself through long-term private ownership that supports steady growth and an integrated approach across technology, telecom, financial services, and healthcare. Its goal is to help clients improve the customer experience while lowering operating costs by outsourcing full lifecycle processes and advancing with digital capabilities.

Company size: 10,001+
Company stage: Private
Total funding: $30M
Headquarters: Town of Perinton, New York
Founded: 1986

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