Quality Assurance Supervisor

PRODIRECT Dental Lab is known for providing our dentists with the resources and experience of a national dental lab with the personalized service of local boutique labs. We are a global organization with over 35 years of experience in providing world class service and products to our customers.

Let's redefine excellence, together.

We are rapidly expanding our US team and are seeking an experienced Quality Assurance Supervisor. The Quality Assurance Supervisor is responsible for overseeing and maintaining the quality standards of the Philippines Customer Service team. This role monitors daily performance, reviews customer interactions, handles escalations, and ensures accurate documentation in compliance with company policies and service standards.

Mission Statement:
To promote prosperity in the lives of both doctors and patients of present and future generations by pushing industry boundaries and upholding our customer driven commitment to excellence.

160 Chubb Ave, Suite 102,

• Monitor and support the Philippines Customer Service team to ensure consistent service quality and performance.
• Listen to and evaluate customer service calls for quality assurance, adherence to procedures, and communication standards.
• Provide feedback, coaching, and recommendations for improvement based on call evaluations.
• Handle and assist with customer escalations as needed, ensuring timely and effective resolution.
• Ensure all customer interactions, escalations, and resolutions are properly documented in the system.
• Identify trends, quality issues, and training needs, and communicate findings to management.
• Work closely with management to support continuous improvement initiatives and customer satisfaction goals.

• Previous experience in Quality Assurance or Customer supervision (preferred)
• Overseas Experience with Customer Service Teams.
• Strong attention to detail and ability to evaluate calls objectively.
• Excellent communication and coaching skills.
• Ability to handle escalations professionally and calmly.
• Strong organizational and documentation skills.
• Familiarity with call monitoring tools and customer service systems is a plus.