BPO Quality Supervisor - DAYSHIFT

VXI Global Holdings B.V. (Philippines); Pasay; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking an experienced QA Supervisor to oversee the QA department’s activities within a call center environment in Pasay. You will ensure alignment with client requirements and drive program implementations.

You will interpret directives, cascade to departments, and deliver regular QA reports covering training progress, evaluations, audits, and KPIs. The role involves calibration sessions with clients, long-term process improvements, and strong

Qualifications

• Bachelor’s/College degree required.
• 5+ years total work experience; 2-3 years QA Supervisor in call center.
• Experience handling Sales and Tech LOB/Program.
• Must be amenable to onsite reporting in Pasay.
• Must be amenable to night shift schedule.

Responsibilities

• Oversees QA department activities, ensuring effective delivery of programs aligned with requirements.
• Interprets QA directives from clients, cascades requirements to departments, and leads program implementation.
• Prepares QA reports covering training progress, evaluation outcomes, audits, and other insights.
• Initiates and facilitates calibration sessions with clients to align performance standards.
• Develops long-term strategies and drives continuous process improvement through reviews.
• Collaborates with Operations, HR, and Client Relations to achieve training and performance goals.
• Leads development of team members via assessments, coaching, and structured consultations.
• Evaluates staff performance, conducts discussions to enhance understanding and development.
• Conducts regular team meetings to communicate updates on issues, training insights, and project developments.
• Enforces policies; documents violations and coordinates with HR for action.

Skills

QA supervision

Call center experience

Sales & Tech LOB

Night shift readiness

Onsite in Pasay

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