Call Center QA Supervisor: Drive Quality & Growth

MCI Careers; Pasig; On-site; PHP 1,000,000 - 1,400,000; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Free meals during training

Career growth

Allowances for meals and essentials

Bonuses and loyalty rewards

Shuttle services

Company retreats

Job summary

MCI is hiring an Experienced QA Supervisor to lead QA efforts across multiple BPO campaigns. You will supervise QA analysts, ensure client standards are met, and drive continuous improvements in service quality.

The role emphasizes coaching, data-driven insights, and collaboration with Operations and Training to implement quality initiatives. A strong QA background in a BPO setting is required.

Qualifications

• Associate degree, Certification or Equivalent Combination of Training and Experience
• Minimum 3 years of QA experience in a BPO, with at least 1 year in a supervisory role.
• Strong analytical, coaching, and communication skills.
• Familiarity with QA tools, CRM systems, and reporting platforms.
• Detail-oriented with a focus on accuracy and compliance.

Responsibilities

• Supervise QA analysts and oversee daily monitoring of agent interactions.
• Conduct calibration sessions to ensure scoring consistency across teams.
• Analyze QA data and trends to identify performance gaps and training needs.
• Provide coaching and feedback to improve agent quality scores.
• Collaborate with Operations and Training to implement quality improvement plans.
• Ensure compliance with client requirements and internal QA standards.
• Prepare and present quality reports to internal leadership and clients.

Skills

QA supervision

Analytical skills

Coaching

Communication

Familiarity with QA tools

Education

Associate degree or equivalent

Certification

Tools

QA tools

CRM systems

Reporting platforms

Job description

MCI is hiring an Experienced QA Supervisor to lead QA efforts across multiple BPO campaigns. You will supervise QA analysts, ensure client standards are met, and drive continuous improvements in service quality.

The role emphasizes coaching, data-driven insights, and collaboration with Operations and Training to implement quality initiatives. A strong QA background in a BPO setting is required.