BPO Quality Supervisor

VXI Global Holdings B.V. (Philippines); Pasay; On-site; PHP 725,000 - 1,004,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking a QA Supervisor to oversee the QA department and ensure delivery of programs aligned with client requirements. You will lead calibration sessions, generate reports, and drive continuous process improvements in collaboration with Operations, HR, and Client Relations.

The role requires a Bachelor’s degree and at least 5 years in QA within a call center, including 2–3 years in a supervisory capacity, with onsite work in Pasay and night shifts.

Qualifications

• Bachelor’s degree required.
• 5+ years of work experience with at least 2-3 years as QA Supervisor in the call center industry.
• Experience handling Sales and Tech LOB/Program.
• Amenable to report onsite in VXI Pasay; willing to work nightshift.

Responsibilities

• Oversees QA department activities ensuring programs align with client requirements.
• Interprets QA directives from clients and leads program implementation.
• Prepares QA reports covering training progress, evaluations, audits, and KPIs.
• Initiates calibration sessions with clients for aligned performance standards.
• Drives long-term process improvements through regular reviews and needs analysis.
• Collaborates with Operations, HR, and Client Relations to meet training and performance goals.
• Leads staff development through assessments, coaching, and certifications.
• Evaluates staff performance with defined schedules and proper documentation; conducts performance discussions.
• Conducts regular team meetings to communicate updates on issues and projects.
• Enforces company policies; documents violations and coordinates with HR for action.
• Performs other duties to support organizational objectives.

Skills

QA Supervisor

Call Center Experience

Sales & Tech LOB/Program

Education

Bachelor’s / College Degree

Job description

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 have experience handling Sales and Tech LOB/Program

• Must be amenable to report onsite in VXI Pasay

• Must be amenable to work in nightshift schedule