BPO Quality Supervisor - Cebu

Foundever®; Cebu City; On-site; PHP 360,000 - 600,000; Full time

Job summary

Foundever is seeking a Quality Supervisor to lead the quality team and ensure service levels meet defined performance standards. The role oversees process inspections, escalation handling, and reporting, while driving continuous improvement across QA activities.

The ideal candidate will have 1–2 years of QA supervision experience, strong communication skills, and proficiency in Microsoft Office. On-site work at Cebu City is required, with night shifts as needed.

Qualifications

• At least 1–2 years of experience in quality supervision or QA leadership.
• Bachelor's degree in a related field from a four-year college or university.
• Excellent verbal and written communication skills.

Responsibilities

• Meet or exceed quality goals by regular inspection of processes.
• Escalate issues within defined time frames and track them internally.
• Inspect QA staff output for accuracy and thoroughness.
• Schedule calibration sessions monthly or as directed.
• Generate internal reports and communicate updates to floor, training, and management.
• Educate center personnel on quality and customer interaction processes.
• Drive continuous improvement of QA processes through data analysis.
• Identify floor needs and contribute to QA strategy.
• Analyze call data to drive quality improvements and ensure policy compliance.
• Create and document quarterly ideas for process improvements.

Skills

Quality supervision

Written communication

Microsoft Office

Multi-tasking

Detail-oriented

Night shift

On-site readiness

Education

Bachelor's degree in related field

Tools

Microsoft Office

Job description

SUMMARY

TheQuality Supervisor supervise the quality team and ensure performance measures are at desired service level standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Meet or exceed all quality initiatives/goals by ensuring processes are inspected regularly

• Performs escalation actions occur within appropriate time frames and are tracked internally

• Inspects quality representative’s work to ensure accuracy, thoroughness, and professionalism

• Schedules monitoring calibration sessions are held once or twice per month or as directed.

• Forward quality updates and reports sent by client and operational contact, creates internal reports and communicate to the floor, training, timely, accurately, and consistently

• Educate all center personnel on quality and customer connection processes and guidelines

• Implement and reinforce all quality and customer connection processes within center

• Continuous improvement of all quality and customer connection processes through trending, consulting, and troubleshooting

• Participates in identifying floor needs and QA team.

• Drive strategy by analyzing data collected from a statistically significant sample of calls.

• Ensure call center compliance to account policies and procedures, fulfillment, professionalism and accuracy of information given during associate/customer interactions.

• Create and document process to ensure that associates can share ideas for improvement with management on a quarterly basis at a minimum.

• The Quality supervisor will create a standard report including measurements of: regulatory infractions, one call fulfillment, professionalism, and customer experience.

• Manage the QA department and ensure processes and/or techniques are followed.

CANDIDATE PROFILE

• Must have at least minimum of 1-2 years’ experience as Quality Supervisor

• Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred

• Excellent communication skills - verbal and written

• Proficient in Microsoft Office

• Ability to multi-task and meet timelines on deliverables

• Detail-oriented

• Ability to work night shift

• Ability to work on site Eton or Technopoint
  

Equal Opportunity Employer

Foundever® is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race, color, national origin, religion, gender identity or expression, sexual orientation, marital status, veteran status, disability status, or any other characteristic protected by applicable local laws.