Palawan BPO Quality Supervisor - Drive Service Excellence

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

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.