QA Supervisor: Night-Shift Leader, Onsite in Davao

Full Potential BPO Inc.; Davao City; Presencial; PHP 391.000 - 614.000; Jornada completa

Descripción de la vacante

Full Potential Solutions (FPS) in Davao City, Philippines is seeking a detail-oriented Quality Assurance Supervisor to lead our QA Analysts and drive service quality across operations. You will monitor performance, coach analysts, and implement quality frameworks to ensure consistency and accuracy in evaluations.

This role requires 3–5 years QA experience in BPO, 1–2 years in leadership, and willingness to work night shifts onsite.

Formación

• Bachelor's degree in Business Administration, Communications, or related field.
• 3–5 years of QA experience in call center, BPO, or customer service.
• 1–2 years in a supervisory role, preferably in QA.
• Strong knowledge of quality monitoring tools and evaluation methods.
• Excellent communication, presentation, and interpersonal skills.

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

Quality Assurance

Leadership

Communication

Data analysis

Educación

Bachelor's degree in Business Administration or related field

Herramientas

QA tools

Scorecards

Descripción del empleo

Full Potential Solutions (FPS) in Davao City, Philippines is seeking a detail-oriented Quality Assurance Supervisor to lead our QA Analysts and drive service quality across operations. You will monitor performance, coach analysts, and implement quality frameworks to ensure consistency and accuracy in evaluations.

This role requires 3–5 years QA experience in BPO, 1–2 years in leadership, and willingness to work night shifts onsite.