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Quality Supervisor

Req ID#:  212552

Pasig City, PH, 1604


Summary of Primary Job Responsibilities

  • The primary responsibility of the Quality Supervisor is the implementation, support, and management of practices for assuring that quality and processes adhere to standards and internal quality audits
  • Coordinating control plans and action plans to achieve expected results
  • Leading, mentoring and developing team members to promote quality awareness and implement quality programs and initiatives.
  • Facilitating or leading training on quality management tools
  • Presentation skills
  • Scrub, analyze, and present Quality and CSAT data
  • A Quality Supervisor has a dual role to play: maintain maximum Quality and ensure highest motivation within their own QA Team as well as ensuring Quality and keeping the process agents motivated.
  • To ensure customer satisfaction through monitoring agent interaction with the customer.
  • To ensure that the CSRs [Customer Service Representatives] are updated regarding new products, processes and services launched by the company.
  • To manage a QA team to ensure effective monitoring and evaluation of the reps on a regular basis.
  • To devise systems to identify opportunity areas of individual agents and ensure proper feedback via QA e-mails, instant feedback, counseling, short coaching, and training requirements.
  • To gain, verify and impart (train) product/process knowledge to the agents through to achieve maximum consumer satisfaction.
  • To strive for continual improvement of the existing quality monitoring systems and the processes by which they are developed.
  • To perform other duties as assigned.
  • To conduct calibration sessions between the QA members and team leaders to ensure efficient and effective communication of customer wants and needs.
  • To prepare different reports in line with company objectives, including Daily Quality Score report, Performance Improvement Initiative report and Monthly QA report.
  • To develop new ideas to improve overall quality in the process.

Quality Supervisor

Get to Know Us

We are Sitel. Our 80,000 people across the globe connect many of the world’s best-known brands with their customers – 3.5 million times every day. As a global leader in customer experience (CX) management, we deliver experiences through voice, chat, social media and for 400+ clients, from Fortune 500 companies to startups.

Job Snapshot

Employment type
• Full-Time

• Pasig
• Quezon City
• Mandaluyong
• Tarlac
• Baguio
• Palawan

Compensation and Benefits

Well done
• Competitive compensation package
• Performance incentive plans
• Rewards and recognition programs

Get well
• Coverage for Same Gender Partners and Domestic & Common-law Partners
• HIV/AIDS coverage
• Voluntary enrollment of over-aged dependents
• Mental Health coverage
• Solo parents can enroll both parents and children
• Unlimited formulary medicine and medicine reimbursement
• Optical and dental coverage
• Bereavement assistance

• Salary loans from our partner financial institutions
• Sitel Perks associate discount program
• Sitel Fit program
• State of the art site facilities
• MAX (My Associate Experience)

• Track training programs
• Access to My Academy and Empower Center
• My Associate Experience Learn Program

Job Segment: Manager, Quality Manager, QA, Quality Assurance, Quality, Management, Technology

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