QA Supervisor (Retail) | TP Davao

What you'll be doing

• Monitor and evaluate agent interactions to identify training needs and opportunities for improvement
• Provide regular feedback and coaching to agents to enhance their skills and performance
• Collaborate with the management team to develop and implement quality assurance strategies
• Analyze data and generate reports to track quality metrics and identify trends
• Ensure contact center operations adhere to company policies and procedures
• Support the recruitment and onboarding of new agents
• Foster a positive and motivating work environment for the team

What we're looking for

• Minimum 2 years' experience in a quality assurance or team leader role within a call center or BPO environment
• Strong communication and interpersonal skills, with the ability to provide constructive feedback
• Proficiency in data analysis and reporting
• A keen eye for de...