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Job Title: Quality Management (QM) Supervisor – CS Operations
Department: Customer Success Operations
Reports To: VP, Services PH

Job Summary:

The QM Supervisor is responsible for leading the Quality Assurance team within the CS Operations organization. This role focuses on the design, execution, and continuous improvement of the Quality Management framework to enhance Customer Experience (CX), drive operational excellence, and support frontline performance. The CS Ops QM Supervisor will provide strategic direction, coaching, and support to QA Analysts and collaborate closely with cross-functional teams to drive quality improvements and operational excellence.

Role:

Lead a team of CS Operations members in a dynamic and challenging environment providing a wide range of support to customers internal and external Ensure that key metrics are successfully achieved Ensure that team performance complies with established goals and SLAs Ensure that documented procedures and processes are being followed on an ongoing basis Provide mentoring and coaching to team members on an ongoing basis Identify and act on all opportunities for improving the customer experience both internal and external Ensure that team members know and understand all product updates, procedures and enhancements Other duties assigned by management

Key Responsibilities:

Leadership & Team Management Lead, mentor, and develop a team of QA Analysts to ensure high performance and professional growth. Establish and monitor individual and team KPIs aligned with organizational goals. Foster a culture of feedback, accountability, and continuous learning. Quality Assurance Oversight Develop, implement, and enhance QA standards, frameworks, and scoring methodologies across CS Operations. Monitor and evaluate customer interactions across various support channels to ensure adherence to company policies, procedures, and quality standards. Conduct calibration sessions to align evaluation consistency across teams and stakeholders. Insights & Continuous Improvement Analyze QA data and trends to identify performance gaps, training needs, and process improvement opportunities. Provide actionable insights and partner with Training, Operations, and Workforce teams to enhance service quality. Drive root cause analysis and continuous improvement initiatives to reduce repeat issues and increase CSAT/NPS scores. Reporting & Communication Prepare and present QA reports, dashboards, and insights to leadership and relevant stakeholders. Ensure timely communication of QA findings, improvement plans, and progress updates. Process & Compliance Ensure adherence to internal and external compliance standards, including data privacy and regulatory requirements. Regularly audit processes and interactions for risk mitigation and compliance adherence.

Qualifications:

Bachelor’s degree in business, Communications, or related field (or equivalent work experience). 3+ years of experience in a SaaS or Contact Center-as-a-Service (CCaaS) environment with at least 1 year in a supervisory or lead role or any related experience Strong knowledge of quality standards, customer support operations, and contact center metrics. Proven ability to lead teams, manage performance, and deliver results in a fast-paced environment. Excellent analytical skills with the ability to derive insights from large data sets. Strong communication and interpersonal skills; comfortable presenting to leadership and cross-functional teams.

Company Benefits

Company stocks Annual merit increase based on performance 15% night shift differential pay Paid Leave with Cash Conversion HMO with free dependents Retirement Plan Life Insurance While on work from home setup: Internet and meal allowance are provided Employee Assistance Program for mental and social well-being Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer. 

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.