Experienced Call Center Quality Assurance Supervisor
On-siteSan Fernando, Central Luzon, Philippines
Job Summary
Supervise QA analysts and oversee daily monitoring of agent interactions across multiple BPO campaigns. Conduct calibration sessions to ensure scoring consistency, analyze QA data and trends to identify performance gaps, and provide coaching to improve agent quality scores. Collaborate with Operations and Training to implement quality improvement plans while ensuring compliance with client requirements and internal standards. Prepare and present quality reports to internal leadership and clients. This role requires a minimum of three years of QA experience with at least one year in a supervisory position and familiarity with QA tools and reporting platforms.
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 a background/security investigation
- Must be willing to submit to drug screening
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