BPO Quality Supervisor - Ortigas Technopoint

Foundever®; Metro Manila; On-site; PHP 400,000 - 700,000; Full time

Job summary

Foundever is seeking a Quality Supervisor to lead the quality team and ensure performance measures meet service level standards. The role emphasizes safeguarding accuracy, process audits, and cross-functional collaboration to drive quality improvements.

Responsibilities include monitoring calls, generating internal reports, training staff on quality guidelines, and ensuring compliance with account policies while mentoring the QA group to deliver consistent customer experiences.

Qualifications

• Minimum 1–2 years of experience as Quality Supervisor.
• Bachelor's degree in a related field from a four-year college or university.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office.

Responsibilities

• Meet or exceed all quality initiatives/goals by ensuring processes are inspected regularly.
• Escalation actions occur within appropriate time frames and are tracked internally.
• Inspect quality representative’s work for accuracy and thoroughness.
• Schedule monitoring/calibration sessions monthly or as directed.
• Forward client/ops updates, create internal reports, and communicate to floor, training, and stakeholders.
• Educate center personnel on quality and customer connection processes.
• Implement and reinforce quality and customer connection processes.
• Drive continuous improvement via data trends, consulting, and trouble-shooting.
• Identify floor needs with QA team and drive strategy from data analyses.
• Ensure call center compliance with policies and accurate information during interactions.
• Create a process for associates to share improvement ideas quarterly.
• Produce a standard QA report covering infractions, fulfillment, professionalism, and CX.
• Manage QA department and ensure processes/techniques are followed.

Skills

Communication skills

Detail-oriented

Team leadership

Able to work night shift

Time management

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.