Quality Assurance Supervisor For Online teaching ID:43775
30,000 PHP ~ 45,000 PHPMakatiOver 3 months agoOverview
Salary
30,000 PHP ~ 45,000 PHP
Industry
Others
Job Description
• Develop and improve processes to achieve customer satisfaction through various quality tools.
• Create and implement various training manuals to further improve the lesson quality.
• Evaluate and monitor key performance indicators and provide initiatives for improvement of processes and/or rules.
• Track and report all metrics/scorecards on a daily basis.
• Mentor and coach TLs and other members of the team by providing constructive analysis of their work and through key performance indicators.
• Train all members of the team to provide effective coaching or monitoring of scorecards of tutors.
• Work hand-in-hand with QA Manager in implementing various measures to improve the attendance, behavior, and English quality of overall tutors.
• Coordinate with different departments to ensure that all data and information are correct in presenting initiatives and implementing different measures.
Home-based Tutors
• Set a standardized training metrics applicable for all home-based tutors.
• Improve overall lesson quality of tutors
• End-to-end investigation of incident reports (skips, cancellations, and system troubles) involving tutors
• Coach tutors based on behavioral, skills, and/or attendance matters
• Train tutors to provide quality teaching for customer success
• Plan and implement different initiatives to improve overall tutors' quality: Grammar, Speech, and Lesson Guidelines
Qualifications
Requirement
• Has a high perspective understanding the company's mission and goals
• Has high regard or urgency for customer success
• Open to fast paced environment and can adapt to changing times
• Has a drive and initiative to improve the overall performance of the department and the company
• Has the ability to think outside the box and be resourceful
• Ability to work under pressure
• Strong attention to detail
• Strong analytical skills
• Can work under pressure
• Bachelor's degree
• Must have at least 3 years experience as Quality Assurance Team Leader/Supervisor under BPO or ESL Industry
• Preferrably with English degree
• Strong communication skills, both written and verbal
• Proficient in Google sheets and Microsoft Office especially in formulas
• Must be willing to work in Makati (if needed and advised by Manager)
• Must be willing to conduct overtime.
Internet Requirements:
• Internet Plan must be DSL or Fibr
• Must have 10 mbps internet planEnglish Level
Native
Other Language
None
Additional Information
Benefit
-SSS
-PHILHEALTH
-PAGIBIG
-13month pay
-Transportation If work-related
-RICE Allowance
-HMO To be given after regularization (6 months)
-Internet Allowance during Work From Home setup
-Prizes during monthly events
LEAVES:
Personal Leave 12days 1 personal leave monthly (after 1 month of hire)
Sick Leave 6 days To be given after regularization (6 months)
Vacation Leave 6days After 1 year in the company (for conversion if unused)
Birthday Leave 1day Given to regular employees in their birth monthWorking Hour
9:00 ~ 18:00
Holiday
SCHEDULED for WFH and ONSITE
Saturdays (Depending on the urgency and importance of the task)
Sundays
HolidaysJob Function