Quality Assurance - Business Process Outsourcing (BPO)

SKYDEV.SOLUTIONS INC; Zambales; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Comprehensive benefits

Office-based setup

Gym access

Pantry facilities

Clinic access

Free shuttle

Free lunch or dinner

Skydev affiliate perks

Job summary

SKYDEV.SOLUTIONS INC. is seeking a QA Supervisor to manage real-time agent performance, coach on processes, and ensure efficient queue handling. You will coordinate with leadership and clients to maintain quality and compliance in a busy environment.

The role emphasizes coaching, process simplification, and rapid cascade of updates, with onsite work and shifting schedules across the Philippines. A strong focus on quality and operational excellence is required.

Qualifications

• Experience in QA or supervisory role is an advantage.
• Strong communication and coaching skills.
• Able to understand, simplify, and explain process updates quickly.
• Fast-paced environment requiring multitasking and decisive actions.
• Experience in performance monitoring and reporting.
• Willing to work onsite with shifting schedules.

Responsibilities

• Oversee agents in real-time and drive productivity.
• Coach, guide, and advise agents on processes and best practices.
• Help agents understand workflows and ensure proper execution.
• Monitor statistics and performance trends.
• Manage queue distribution and staffing.
• Cascades process updates to the team.
• Coordinate with managers and clients for updates and alignment.
• Maintain quality standards and compliance.

Skills

QA Experience

Team Leadership

Communication

Coaching

Performance Monitoring

Process Understanding

Decision Making

Multitasking

Zoom Proficiency

Tools

Zoom

Job description

About the Role

As a QA/Supervisor, you will play a key role in ensuring agent performance and operational efficiency. You will manage agents in real-time via Zoom, provide coaching and process guidance, and ensure all queues are properly handled and staffed. This role requires strong coordination with both internal leadership and clients.

What You'll Do

• Oversee agents in real-time and drive productivity
• Coach, guide, and advise agents on processes and best practices
• Help agents clearly understand workflows and ensure proper execution
• Monitor statistics and performance trends
• Manage queue distribution and ensure proper staffing at all times
• Interpret process updates quickly and cascade them effectively to the team
• Coordinate with managers and clients for updates and operational alignment
• Maintain quality standards and compliance

What We're Looking For

• Experience in QA, Team Lead or a Supervisory role is an advantage but not required.
• Strong communication and coaching skills
• Ability to understand, simplify, and explain process updates quickly
• Strong multitasking and decision-making skills in a fast-paced environment
• Experience in performance monitoring and reporting
• Willing to work onsite and on shifting schedules

What You'll Get

• Comprehensive benefits package
• Office-based setup
• Great work environment
• Modern office amenities (Pantry, Gym, Clinic)
• FREE shuttle service
• FREE lunch or dinner (where applicable)
• Perks from Skydev affiliate companies (Skybar, Magnifique Salon & Spa)

Ready to make an impact in quality and operations?