BPO Quality Lead — Coach, Analyze & Elevate CSAT

Foundever®

Makati

On-site

PHP 279,000 - 446,000

Full time

3 days ago

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Job summary

Foundever® is seeking an experienced Quality Supervisor to lead and grow a QA team within our BPO environment in Metro Manila. The role focuses on implementing quality practices, audits, and continuous improvement to ensure top service standards.

You will coordinate control plans, mentor staff, train on quality tools, and present CSAT data to drive customer satisfaction. The ideal candidate combines leadership with strong analytical and communication skills to elevate overall quality across

Qualifications

2–3 years of experience in the BPO industry.
1–2 years of supervisory experience, preferably in Quality Assurance.
Strong leadership, communication, and analytical skills.
Excellent problem-solving and decision-making abilities.
Ability to drive team performance and continuous improvement.

Responsibilities

The primary responsibility of the Quality Supervisor is the implementation, support, and management of practices for assuring that quality and processes adhere to standards and internal quality audits.
Coordinating control plans and action plans to achieve expected results.
Leading, mentoring and developing team members to promote quality awareness and implement quality programs and initiatives.
Facilitating or leading training on quality management tools.
Presentation skills.
Scrub, analyze, and present Quality and CSAT data.
A Quality Supervisor has a dual role to play: maintain maximum Quality and ensure highest motivation within their own QA Team as well as ensuring Quality and keeping the process agents motivated.
To ensure customer satisfaction through monitoring agent interaction with the customer.
To ensure that the CSRs [Customer Service Representatives] are updated regarding new products, processes and services launched by the company.
To manage a QA team to ensure effective monitoring and evaluation of the reps on a regular basis.
To devise systems to identify opportunity areas of individual agents and ensure proper feedback via QA e-mails, instant feedback, counseling, short coaching, and training requirements.
To gain, verify and impart (train) product/process knowledge to the agents through to achieve maximum consumer satisfaction.
To strive for continual improvement of the existing quality monitoring systems and the processes by which they are developed.
To perform other duties as assigned.
To conduct calibration sessions between the QA members and team leaders to ensure efficient and effective communication of customer wants and needs.
To prepare different reports in line with company objectives, including Daily Quality Score report, Performance Improvement Initiative report and Monthly QA report.
To develop new ideas to improve overall quality in the process.