Mandaluyong, Metro Manila, Philippines · On-site
Support Services Group is looking for a high-energy, self-motivated, results-driven Quality Assurance Manager. This position plays a significant role in the Customer Experience by providing insights and data related to a…
Skills: Quality Assurance, Statistical Analysis, Omnichannel Monitoring, Data Analysis, Customer Experience
Kingston, Jamaica · On-site
About the Role The Customer Service Agent is responsible for delivering exceptional customer support to Digital customers through live chat, email, and telephone channels. This role serves as the primary point of contact…
Skills: Customer Support, Live Chat, Email Communication, Telephone Support, Account Verification
Kingston, Jamaica · On-site
About the Role The Customer Service Agent is responsible for delivering exceptional customer support to Digital customers through live chat, email, and telephone channels. This role serves as the primary point of contact…
Skills: Customer Support, Live Chat, Email Communication, Phone Support, Account Verification
Santiago, Santiago, Dominican Republic · On-site
Support Services Group is a multinational company that provides Consulting, BPO, and Contact Center services, with a presence in more than 10 countries around the world. We are looking for a driven and results-oriented S…
Skills: Full-cycle recruitment, Talent acquisition, Hiring metrics, Sourcing, Interviewing
Pasig, Metro Manila, Philippines · On-site
About the Call Center Representative Position We’re seeking a personable, customer service-oriented individual to join our team as a Call Center Representative. As the primary link between our company and both current an…
Skills: Customer Service, English Communication, Computer Navigation, Typing, CRM Software
Mandaluyong, Metro Manila, Philippines · On-site
About the Call Center Representative Position We’re seeking a personable, customer service-oriented individual to join our team as a Call Center Representative. As the primary link between our company and both current an…
Skills: Customer Service, English Communication, Outbound Sales, CRM Software, Troubleshooting
Mandaluyong, Metro Manila, Philippines · On-site
About the Call Center Representative Position We’re seeking a personable, customer service-oriented individual to join our team as a Call Center Representative. As the primary link between our company and both current an…
Skills: Customer Service, English Communication, Computer Navigation, Typing, CRM Software
Pasig, Metro Manila, Philippines · On-site
About the Call Center Representative Position We’re seeking a personable, customer service-oriented individual to join our team as a Call Center Representative. As the primary link between our company and both current an…
Skills: Customer Service, English Communication, CRM Software, Sales, Collections
Pasig, Metro Manila, Philippines · On-site
About the Call Center Representative Position We’re seeking a personable, customer service-oriented individual to join our team as a Call Center Representative. As the primary link between our company and both current an…
Skills: Customer Service, English Communication, Computer Navigation, Typing, CRM Software
Pasig, Metro Manila, Philippines · On-site
About the Call Center Representative Position We’re seeking a personable, customer service-oriented individual to join our team as a Call Center Representative. As the primary link between our company and both current an…
Skills: Customer Service, English Communication, CRM Software, Inbound Calls, Outbound Calls
Mandaluyong, Metro Manila, Philippines · On-site
About the Call Center Representative Position We’re seeking a personable, customer service-oriented individual to join our team as a Call Center Representative. As the primary link between our company and both current an…
Skills: Customer Service, English Communication, Computer Navigation, Typing, CRM Software
Pasig, Metro Manila, Philippines · On-site
About the Call Center Representative Position We’re seeking a personable, customer service-oriented individual to join our team as a Call Center Representative. As the primary link between our company and both current an…
Skills: Customer Service, English Communication, Computer Navigation, Typing, CRM Software
Mandaluyong, Metro Manila, Philippines · On-site
About the Call Center Representative Position We’re seeking a personable, customer service-oriented individual to join our team as a Call Center Representative. As the primary link between our company and both current an…
Skills: Customer Service, English Communication, Computer Navigation, Typing, CRM Software
Mandaluyong, Metro Manila, Philippines · On-site
About the Call Center Representative Position We’re seeking a personable, customer service-oriented individual to join our team as a Call Center Representative. As the primary link between our company and both current an…
Skills: Customer Service, Communication Skills, Computer Navigation, Typing, Problem Solving
Mandaluyong, Metro Manila, Philippines · Hybrid
URGENTLY HIRING!Account: Gaming Account Location: Cybergate 3, Mandaluyong Work Arrangement: Hybrid Salary: Earn up to PHP 47,000 + amazing perks and premium pays! Key Responsibilities: Coordinate project activities, sch…
Skills: Project Coordination, Stakeholder Communication, Risk Management, Project Documentation, Analytical Skills
Kingston, Jamaica · On-site
Support Services Group is looking for customer service representatives to join our team in our Kingston, Jamaica office. This person will drive customer satisfaction by fielding inquiries, addressing pain points, and mai…
Skills: Customer Service, English Language, Active Listening, Multitasking, Sales
Kingston, Jamaica · On-site
Support Services Group is looking for Collections agents to join our team in our Kingston, Jamaica office. This candidate will aim to make a positive impact with our customers, build lasting relationships and deliver a t…
Skills: Collections, Sales, Negotiation, Persuasion, Verbal Communication
Kingston, Jamaica · On-site
Support Services Group is looking for customer service representatives to join our team in our Kingston, Jamaica office. This person will drive customer satisfaction by fielding inquiries, addressing pain points, and mai…
Skills: Customer Service, English Language, Active Listening, Multitasking, Sales
Kingston, Jamaica · On-site
Support Services Group is looking for Collections agents to join our team in our Kingston, Jamaica office. This candidate will aim to make a positive impact with our customers, build lasting relationships and deliver a t…
Skills: Collections, Sales, Negotiation, Persuasion, Verbal Communication
Santiago, Santiago, Dominican Republic · On-site
$210/hr–$250/hr
Location: Santiago de los Caballeros, Dominican Republic. Join Our Talent Network for Customer Service Roles If you’ve ever worked in a call center, retail store, pharmacy, bank, or any job where people asked you for hel…
Skills: Customer Service, Problem Solving, English Communication, CRM Tools, Conflict Resolution
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The role focuses on monitoring and auditing call center agent performance to ensure adherence to standard operating procedures and policies. It involves analyzing trends, creating performance dashboards, and partnering with training teams to recommend continuing education.
Candidates must have a high school diploma, at least one year of QA management experience in a call center, and be bilingual in English and Spanish. Proficiency in Microsoft Excel and prior supervisory experience are also required.
Support Services Group is looking for a high-energy, self-motivated, results-driven Quality Assurance Manager. This position plays a significant role in the Customer Experience by providing insights and data related to agent performance and the customer experience. This ideal candidate will have extensive knowledge in customer service, is detail oriented, and has a passion for analysis. This role will require (but not be limited to) statistical analysis, monitoring omnichannel conversations in a call center environment, update knowledge base articles, recommend continuing education, and support the call center production floor as needed.
Job Functions:
· Contribute to the team culture in a positive manner
· Monitor and audit QA and QC performance and suggest changes
· Listen to and review call center agent conversations with our customers to evaluate performance and ensure policies, positioning, and all standard operating procedures are followed
· Track acute and systemic trends at both the agent and team level
· Conduct routine audits and report trends/ improvement opportunities to all stakeholders
· Partner with the Call Center Operations and Training team to recommend continuing education for call center agents
· Create, manage and maintain dashboards and trackers to provide visibility of agent performance and call drivers to the organization, aiding in process improvement
· Assist with creating and editing articles, ensuring education materials for call center agents is appropriate and current
· Tracks and analyzes team/client monitoring trends and recommends and delivers appropriate training to address negative trends
· Support the call center team as needed
· Other duties as assigned
· HS Diploma or GED or equivalent experience
· Great people skills and ability to communicate (negative) feedback
· 1+ years’ experience as a Quality Assurance Manager in a call center environment, evaluating and scoring member calls
· Demonstrated proficiency in Excel and Microsoft Office
· Strong attention to detail
· Effective time management, ability to handle high-volume daily workload efficiently
· Strong analytical skills – ability to work with data and develop insights
· An obsession with customer experience and customer satisfaction
· Strong communication, interpersonal, and presentation Skills
· Empathic communicator with a consultative approach, able to see things from another individual’s point of view
· Must be Bilingual (English/Spanish)
· Prior supervisory experience is required
Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.
Empowering Your Brand With Exceptional Service and Elevated CX
Support Services Group (SSG) helps businesses accelerate growth and earn customers for life through high-touch, outsourced engagement center services. Our leading omnichannel solutions drive success for businesses across the globe. Our teams specialize in back-office support, CX, tech support, business intelligence, revenue generation, collections, and performance management — always with a focus on first-call resolution and customer satisfaction. We’ve done this for over 25 years. We know what works across industries: retail, travel, healthcare, financial services, media, electronics, crisis support, quick service restaurants, and beyond. We’re “On It” We embody an “On It” culture — we prioritize clients, keep promises, and thrive on continuous improvement. Uncommon Value As seamless extensions of our partner brands, we know customer lifetime value drives success. And we speed to proficiency, meeting critical operational KPIs within 90 days. People We recruit, train, and retain a highly skilled and engaged workforce of 10,000 diverse agents. We’re hardliners for quality. We know the value of empathy. Technology Some brands want to leverage AI early and often. Some want human interactions at every step. Our expertise helps brands take advantage of AI without losing touch with customers. And our highly redundant IT infrastructure gives peace of mind to brands around the globe. Tailored Solutions We collaborate closely with our clients to design and implement programs that raise the bar on customer experience and help them gain a competitive advantage. Partnering with SSG means better CSAT scores, increased loyalty, and higher profitability through repeat business and positive referrals. Our Do/Say ratio is at or near 100%. We keep our word — we call out the risk and offer winning solutions. Get to know us. If you work with us and let us earn your trust, you’ll see your consumer relationships and market position grow — one interaction at a time.
Offices: 300 South 13th Street, Waco, TX 76701, US · 116 King St Suite, 9A, North Sydney, Nova Scotia B2A 3R7, CA · 101 W. Louis Henna, Suite 2000 Austin, Texas 78728, Austin, Texas 78728, US · Av. 27 de febrero, Santiago de los caballeros, Santiago, Dominican Republic 510000, DO · 107 L. P. Leviste, Makati, National Capital Region 1209, PH
Empowering Your Brand With Exceptional Service and Elevated CX
Support Services Group (SSG) helps businesses accelerate growth and earn customers for life through high-touch, outsourced engagement center services. Our leading omnichannel solutions drive success for businesses across the globe. Our teams specialize in back-office support, CX, tech support, business intelligence, revenue generation, collections, and performance management — always with a focus on first-call resolution and customer satisfaction. We’ve done this for over 25 years. We know what works across industries: retail, travel, healthcare, financial services, media, electronics, crisis support, quick service restaurants, and beyond. We’re “On It” We embody an “On It” culture — we prioritize clients, keep promises, and thrive on continuous improvement. Uncommon Value As seamless extensions of our partner brands, we know customer lifetime value drives success. And we speed to proficiency, meeting critical operational KPIs within 90 days. People We recruit, train, and retain a highly skilled and engaged workforce of 10,000 diverse agents. We’re hardliners for quality. We know the value of empathy. Technology Some brands want to leverage AI early and often. Some want human interactions at every step. Our expertise helps brands take advantage of AI without losing touch with customers. And our highly redundant IT infrastructure gives peace of mind to brands around the globe. Tailored Solutions We collaborate closely with our clients to design and implement programs that raise the bar on customer experience and help them gain a competitive advantage. Partnering with SSG means better CSAT scores, increased loyalty, and higher profitability through repeat business and positive referrals. Our Do/Say ratio is at or near 100%. We keep our word — we call out the risk and offer winning solutions. Get to know us. If you work with us and let us earn your trust, you’ll see your consumer relationships and market position grow — one interaction at a time.
Offices: 300 South 13th Street, Waco, TX 76701, US · 116 King St Suite, 9A, North Sydney, Nova Scotia B2A 3R7, CA · 101 W. Louis Henna, Suite 2000 Austin, Texas 78728, Austin, Texas 78728, US · Av. 27 de febrero, Santiago de los caballeros, Santiago, Dominican Republic 510000, DO · 107 L. P. Leviste, Makati, National Capital Region 1209, PH
