Night-Shift QA Supervisor — Call Center Quality Lead (Davao)

Full Potential Solutions, Inc.; Davao City; Presencial; PHP 360.000 - 540.000; Jornada completa

Descripción de la vacante

Full Potential Solutions, Inc. in Davao City is seeking a detail-oriented Quality Assurance Supervisor to lead our QA Analysts and ensure top service quality across our operations.

You will monitor performance, drive improvements, provide coaching, and collaborate with cross-functional teams to uphold client standards. This role requires 3–5 years QA experience in call center/BPO, 1–2 years supervisory, strong data analysis and communication skills.

Formación

• Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent work experience).
• 3–5 years of experience in Quality Assurance within a call center, BPO, or customer service environment preferred.
• 1–2 years in a supervisory or leadership role, preferably in QA.

Responsabilidades

• Supervise, mentor, and support a team of QA Analysts to ensure accuracy and consistency in evaluations.
• Develop and implement quality monitoring frameworks, scorecards, and reporting tools.
• Review and analyze quality performance data to identify trends, gaps, and opportunities for improvement.
• Collaborate with Operations, Training, and other cross-functional teams to address quality issues and enhance overall performance.
• Provide constructive feedback and actionable recommendations to improve both agent and process performance.
• Conduct calibration sessions with stakeholders to maintain fairness and consistency in evaluations.
• Prepare and present regular reports on quality metrics and team performance to management.
• Ensure compliance with company policies, client requirements, and industry standards.

Conocimientos

QA supervision

Quality monitoring

Data analysis

Process improvement

Communication

Educación

Bachelor’s degree or equivalent

Descripción del empleo

Full Potential Solutions, Inc. in Davao City is seeking a detail-oriented Quality Assurance Supervisor to lead our QA Analysts and ensure top service quality across our operations.

You will monitor performance, drive improvements, provide coaching, and collaborate with cross-functional teams to uphold client standards. This role requires 3–5 years QA experience in call center/BPO, 1–2 years supervisory, strong data analysis and communication skills.