Experienced Call Center Quality Assurance Supervisor
On-sitePasig City, Metro Manila, Philippines
Job Summary
Supervise QA analysts and oversee daily monitoring of agent interactions while conducting calibration sessions to ensure scoring consistency across teams. Analyze QA data and trends to identify performance gaps and training needs, then provide coaching and feedback to improve agent quality scores. Collaborate with Operations and Training to implement quality improvement plans and ensure compliance with client requirements and internal QA standards. Prepare and present quality reports to internal leadership and clients. This role leads quality assurance efforts across multiple BPO campaigns for MCI, a fast-growing tech-enabled business services company delivering CX and BPO solutions globally.
Required Qualifications
- Associate degree, Certification or Equivalent Combination of Training and Experience
- Minimum 3 years of QA experience in a BPO
- At least 1 year in a supervisory role
- Strong analytical skills
- Strong coaching skills
- Strong communication skills
- Familiarity with QA tools
- Familiarity with CRM systems
- Familiarity with reporting platforms
- Detail-oriented with a focus on accuracy and compliance
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to drug screening
- Must be willing to submit to background/security investigation results
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