Quality Assurance Supervisor For Online teaching ID:43775

30,000 PHP ~ 45,000 PHPMakatiOver 3 months ago

Overview

  • 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 plan

  • English 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 month

  • Working Hour

    9:00 ~ 18:00

  • Holiday

    SCHEDULED for WFH and ONSITE
    Saturdays (Depending on the urgency and importance of the task)
    Sundays
    Holidays

  • Job Function