Quality Assurance Supervisor

From Maple Leaf to Cebu: Proudly Cebuano, Uniquely Canadian
Join Our Canadian-Inspired Team in Cebu: Embrace Excellence Together!

Who We Are:
Welcome to ContactPoint 360, the world’s fastest-growing global BPO.

At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together. With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece and the Philippines. Our achievements are grounded in an award-winning culture that fosters innovation and empowers every team member, earning us global recognition as a certified Great Place to Work.

At ContactPoint 360 Inc., we deeply understand the meaning of family and values. As a family-owned company, we cherish a sense of unity and support that extends beyond the workplace. Our commitment to hiring the best talent is driven by our belief in the importance of family-like bonds within the organization.

We empower forward-thinkers and value our team. Together, we enhance interactions, build strong connections, and constantly innovate to deliver exceptional people and customer experiences, putting the human experience first.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

Check out our YouTube video:

Job Summary Purpose:

We are in need of a Quality Assurance Supervisor who will be responsible for ensuring timely and effective implementation of all company’s policies, procedures, and activities involved in assuring the quality standards. This person will have close working relationships with other department heads and clients in order to meet and maintain process quality, identify, solve and prevent problems affecting performance quality, maximize productivity, and comply with the set performance indicator requirements.

Key responsibilities:

• Involves in the design of call monitoring formats and quality standards
• Coordinates and facilitates call calibration sessions for staff and QA team.
• Provides feedback to team leaders and managers.
• Manage and direct quality assurance analysts who are responsible for enforcing Good Practices and other quality-related policies in order to meet quality standards.
• Audit quality control of the QA analysts’ audits to ensure compliance with established guidelines and standards.
• Assist in investigating and correcting quality-related issues (including customer complaints) through collaboration with other departments.
• Facilitates resolutions to an assortment of problems and escalations that are moderately complex in scope.
• Ensures all targets are met per client expectations.
• Make proactive recommendations and present solutions to improve quality and work efficiency.
• Ensures ongoing performance meets established guidelines and conducts annual performance reviews.
• Ensures appropriate staffing levels and facilitates the allocation of work.
• Share knowledge, skills and information with other personnel in the Quality Team.
• Assist in the implementation of policies, operating procedures, quality systems and programs that ensure quality auditing, evaluation and efficiency in order to meet the quality standards.
• Ensure good performance by quality assurance technicians/auditors by mentoring, training, setting expectations, providing accountability, and performing evaluations.
• Maintain a fair and professional work environment that focuses the business objectives, but also balances quality of work-life factors for employees.
• Attend and participate in all appropriate meetings.
• Coordinates with Operations team in providing feedback and reminders.
• Sends necessary Quality reports to the Operations team.
• Perform other duties as directed.

Key requirements:

• At least 5 years of work experience as quality assurance auditor/technician and at least 2 years of experience in supervisory role.
• Good knowledge and solid foundation on Quality standards and Data Analysis
• Excellent verbal, written and interpersonal communication skills
• Outstanding customer service skills and dedication to providing exceptional customer care
• Must be a self-motivator and self-starter
• Focus on quality and customer service
• Exceptional listening and analytical skills
• Must be able to effectively deal with people at all levels inside and outside of the Company
• Creative ability & writing proficiency
• Ability to multitask and successfully operate in fast-paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Ability to adapt to changing organizational and operational needs; ability to lead others through change.
• Skill in organization and prioritization, and attention to details.
• Strong team player and leader with the ability to work across multiple functions and disciplines.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel)
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

What's in it for you?

• HMO Medical Insurance
• Paid Vacation and Sick leave
• 13th-Month Pay
• Corporate Employee Discounts on Partnered Stores