BPO Quality Supervisor - Palawan

Foundever®; Philippines; On-site; PHP 420,000 - 540,000; Full time

Job summary

Foundever® is seeking a Quality Supervisor to lead the quality team and ensure service level targets are met across QA processes at our Palawan site. The role requires oversight of monitoring, reporting, and continuous improvement while maintaining compliance with client policies.

The position may involve night shifts and requires hands-on leadership to drive quality standards on site at Palawan. Strong communication and proficiency in Microsoft Office are essential.

Qualifications

• Must have 1–2 years’ experience as Quality Supervisor
• Bachelor’s Degree in related field required
• Excellent communication skills - verbal and written
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverables

Responsibilities

• Meet or exceed quality initiatives/goals by ensuring processes are inspected regularly
• Performs escalation actions within appropriate time frames
• Inspects quality representative’s work to ensure accuracy, thoroughness, and professionalism
• Forward quality updates and reports sent by client and operational contact, creating internal reports and communicating to the floor, training, timely, accurately, and consistently
• Educate 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
• 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 encourage ideas for improvement on a quarterly basis
• Manage the QA department and ensure processes and/or techniques are followed

Skills

Quality leadership

Communication

Microsoft Office

Multi-tasking

Detail-oriented

Night shift

On-site work

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 - Palawan Site
  

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.