BPO Quality Supervisor

Role Details

Position type and schedule: Must be flexible to work at any schedule
Training Schedule: Must be flexible to work at any schedule
Work type and Location: Hybrid, Metro Manila
Expected start date: ASAP

About Us
A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day and thrive

About The Role

As Quality Lead at PartnerHero, you are responsible for implementing processes according to the standards of the global Quality department. You will also have quality oversight of one or more PartnerHero QA programs through; managing primarily QA Specialists and Analysts, and reporting global-level insights. You will work in collaboration with other members of the Quality Department.

As a Quality Lead, it is your ultimate goal to implement processes internally approved by our Department and adapt them to the requirements of the different partner programs you will support. 

What you'll do...

• Delivering Quality as a Service 
  • Capture the PartnerHero QA approach and foundation for expanding across global partners
  • Build out materials for the organization on Quality Assurance methods
• Implementing a pre-approved QA approach for existing programs
  • Adapt processes to the program’s requirements
  • Work with internal and external points of contact to tailor the QA approach
  • Develop and maintain a certification and training process for future quality hires and existing team leaders
  • Identify internal candidates for a global team of QA roles
  • Lead and mentor team members on quality standards and client needs
• Internal stakeholder management
  • Partner with program leaders to implement QA approach
  • Engage with product managers on developing and implementing quality tools
  • Promote and apply quality structure across PartnerHero program leadership
  • Develop quality onboarding process for future PartnerHero QA analysts
• Leading the global department in creating QA reporting, by generating and analyzing existing data into comprehensive reports
• Assessing and ensuring to gather feedback from the program in multiple ways:
  • Peer-to-peer feedback
  • Leadership input sessions
  • QA team feedback and satisfaction

What we expect from you:

• Proven 2+ years of Team Leadership experience in the Quality department or any equivalent is a MUST
• 3+ years experience in Quality Assurance for customer service, BPOs, or other interaction-based business models
• Ability to adapt to a fast-paced, change-heavy environment
• Google Suite, Microsoft Office, and other organizational software experience
• Data visualization skills
• Grasp of statistical significance and various data analysis methods
• Project Management tools - Asana, Jira, and GitHub preferred
• Six Sigma, COPC, or Project Management certifications a plus

What you will get in return:

• Location: Metro Manila (hybrid)
• Full-time (40 hours a week) the potential for overtime exists if needed by the company
• Schedules will vary depending on the companies supported
• Competitive salary compensation based on experience in USD
• Attractive benefits package such as medical, dental, and vision (determined by the location)
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave 
• Training opportunities provided by PartnerHero and outside entities
• Ability to own your career and determine your next move at PartnerHero
• Equipment needed to be successful in your role
   

Company Culture is at our core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.
 

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].