BPO Quality Supervisor

VXI Global Holdings B.V. (Philippines); Philippines; On-site; PHP 781,000 - 1,339,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking a QA Supervisor to oversee the QA department’s activities and ensure delivery of programs aligned with client requirements.

You will receive QA directives from clients, cascade them to relevant departments, and lead the implementation of necessary programs, calibration sessions, and continuous improvements. The role requires a Bachelor’s degree, 5 years in QA with 2–3 years in a supervisor capacity in a call center, onsite work in Quezon City,

Qualifications

• Bachelor’s / College Degree required.
• 5 years of work experience with 2–3 years in QA Supervisor in call centers.
• Onsite work in Quezon City and nightshift schedule.

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.

Skills

QA supervision

Team leadership

Process improvement

Training coordination

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 be amenable to report onsite in Quezon City

• Must be amenable to work in nightshift schedule