BPO Quality Supervisor

Key Responsibilities

• Oversees the QA department’s activities, ensuring the effective delivery of programs and initiatives aligned with individual, operational, and client requirements.
• Receives and interprets QA directives from clients, cascades requirements to relevant departments, and leads the implementation of necessary programs.
• Prepares and delivers QA reports to clients, covering training progress, evaluation outcomes, audit results, and other key performance insights.
• Initiates and facilitates calibration sessions with clients to ensure alignment and consistency in performance standards and evaluation criteria.
• Develops long-term strategies and drives continuous process improvement initiatives through regular reviews and needs analysis.
• Collaborates with cross-functional teams (Operations, Human Resources, and Client Relations) to ensure achievement of training and performance goals through calibrations, huddles, and structured engagements.
• Leads the development of team members within assigned programs through assessments, certification processes, coaching, and structured consultations.
• Evaluates staff performance based on defined schedules, ensuring objectivity and accuracy through proper documentation; conducts performance discussions to enhance employee understanding and development.
• Conducts regular team meetings to communicate updates on current issues, training insights, and client or project developments.
• Enforces company policies and discipline; documents violations through Incident Reports (IR) and coordinates with Human Resources for proper action.
• Performs other duties as assigned to support operational and organizational objectives.

Qualifications

• Bachelor’s / College Degree
• Minimum of 5 years of work experience with at least 2-3 years in a QA Supervisor role within the call center industry
• Must be amenable to report onsite in Quezon City
• Must be amenable to work in nightshift schedule