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Quality Supervisor, Operations, Quezon City

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We’re seeking a Quality Supervisor, based in our Quezon City office. In this role, you will be responsible for leading a group of Quality Specialists to ensure delivery of excellent quality service to customers through performance reporting and analysis aligned with quality measures across all Western Union Call Centers. You will be accountable in relationship building and providing quality consultations. And, as the Quality Supervisor, you will support in ensuring commonality of quality monitoring tools and assist in developing quality and process improvements across Western Union Call Center teams.

 

Sound interesting? Here are some specifics

  • Provide superior service, build strong relationships and drive vision in multiple sites
  • Deliver accurate and constructive feedback to Quality Assurance teams globally
  • Assist Quality Manager on making Quality decisions
  • Develop, implement and maintain Quality reporting decks
  • Assist Quality Manager in developing QA monitoring forms and scoring methodology
  • Support Quality Manager in ensuring standard quality measurements across the organization and alignment with call center industry standards.
  • Facilitate Vendor QA Specialist training and testing
  • Measure, review, track and improve Vendor site variation results through calibrations and audits
  • Lead and manage quality trends
  • Identify process improvements
  • Design and project manage quality initiatives
  • Perform data mining for regression analysis and forecasting purposes
 
What you will need to succeed
  • Bachelor’s Degree in Business or Communication OR a degree holder with equivalent job experience
  • At least two years of experience in a call center environment performing in a Quality leadership capacity
  • Willing to work in a flexible schedule
  • Exceptional verbal and written English communication skills
  • Strong Customer Service ethics
  • Can provide unbiased and accurate feedback, maintaining professional demeanor
  • High attention to details
  • Possess an analytical mind
  • Demonstrated planning and coordinating skills
  • Team player and can build effective partnership across different levels
 
What will make you stand out
  • Highly knowledgeable in Western Union Products and Services
  • Strong commitment to performance improvement and to providing recommendations for exceeding customer expectations
  • Proven ability to read, speak, and listen proficiently at work
  • Effectively write reports, business correspondence, and procedure manuals
  • Skilled in presenting information and responding to questions from groups of managers, clients, customers, and the public
  • Proficient in calculating figures such as but not limited to percentages for quality reporting
  • Successfully solve practical problems and deal with a variety of situations at work
  • Efficiently interpret a variety of instructions furnished in written, oral, diagram, or schedule form
 
What’s in it for you?
  • Competitive global pay and benefits
  • Unparalleled experience as part of one of the most advanced compliance teams in the world, with opportunities to build valuable skills and grow your career
  • Diverse, global team with colleagues in over 50 countries
What it’s like here:

Western Union (WU) is a company on the move! We believe that when money moves, better things can happen. From small businesses and global corporations, to families near and far, or NGO’s in the most remote communities on Earth, WU helps people and business move money globally. We have a rich legacy of innovation, and are continuing to develop new and more convenient ways for our customers to send and receive money through digital, mobile and retail channels. We have a combined digital and retail network that spans over 200 countries and territories. Some companies specialize in cash-based retail money transfer and others play only in digital. We are leaders in both!  

 

Being on the Western Union team means being tenacious and goal-oriented. It means taking risks and quickly finding the path to success. It means having integrity, and finding ways to make things work. It means thriving as part of a diverse, global team of over 10,000 people who are committed to moving money for better. It means being driven to win, and to do work that makes a difference… on a global stage. Sound like you? Apply now!

 

Inclusion and diversity are fundamental to our culture and success. Achieving our common vision depends on people with diverse backgrounds working together. Who knows; your unique point of view could be the key to our next groundbreaking idea. We’d love to explore that possibility!

 

Western Union is proud to be an Equal Opportunity-Affirmative Action Employer. The company will provide accommodation to applicants, including applicants with disabilities, during the recruitment process, in accordance with applicable laws. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, veteran status, sexual orientation, gender identity, age, disability, marital status or another protected category.

 
 
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