Service Quality Supervisor

Clark Pampanga, Central Luzon / Pampanga, Central Luzon
SupportNinja Careers – Operations /
Full Time /
We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom. 
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management. 
As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

This is an onsite position at The Hideout, Clark, Pampanga.

What does a day in the life of a Service Quality Supervisor/Team Lead like?

    •  Oversee activities related to transaction monitoring of new trainees and production employees to ensure transaction quality meets or exceeds client goals and objectives
    • Perform regular audits on assigned Quality Analysts to ensure consistency of methods and procedures, quality of the evaluation, and accuracy of scoring, documenting, and providing feedback on strengths and opportunities
    • As required, review transaction and data information in functional databases to identify trends indicating the need to revise existing methods and procedures.
    • Perform analysis of transaction monitoring and feedback methods to determine the effectiveness and assist with developing action plans to identify and resolve issues in a timely manner
    • Supervises a team of Quality Analysts by delegating and providing developmental feedback essential to the growth of the team and process
    • Supervises team priorities and meets deadlines by organizing work schedules and providing business intelligence
    • Participates in Client and Stakeholder meetings
    • Executes department's processes and projects properly as planned and agreed upon with the management; conducts post-evaluation surveys and analysis to have a data-driven method of understanding the strength and areas for improvement of each process and project
    • Sets S.M.A.R.T. goals for each process of the department to provide appropriate inputs and outputs; Reviews and revises existing processes and procedures to align with set goals
    • Keeps oneself updated with the latest and best practices by attending seminars and training related to the profession and have it applied in the existing process to continually improve it; creates processes related to the needs of the company and in compliance with the standards set by the government and the organizations in which the company is part of.

What are the required qualifications of a Service Quality Supervisor/Team Lead?

    • Graduate of any business-related course or any trade equivalent
    • Equivalent work experience in a similar position may be substituted for the educational requirements
    • At least 1 year experience in being part of the Quality Assurance team in a contact center or BPO industry
    • Experience as a Quality Supervisor/TL/SME in contact center or BPO
    • Knowledge and/or experience in COPC and Lean Six Sigma preferred but not required
    • Knowledge and/or experience in using Machine Learning and Business Intelligence Platforms preferred but not required
    • Experience in data analytics is highly preferred
    • Amenable to work onsite

Ninja Perks and Benefits
*Full time employees
     Competitive compensation
     Adherence to government-mandated benefits
     Retirement Savings Program with Company Matching
     Life Insurance
     HMO on day 1
     Paid time off, birthday leave
     Bonus and incentive plans
     Opportunities for skills training and personal and professional development
     Employee Referral Program
     Beautiful office space
     Free lunch provided daily
     24/7 Shuttle Service available

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.