Quality Assurance Lead, BPO Center

Foundever®; Metro Manila; On-site; PHP 400,000 - 700,000; Full time

Job summary

Foundever is seeking a Quality Supervisor to lead the quality team and ensure performance measures meet service level standards. The role emphasizes safeguarding accuracy, process audits, and cross-functional collaboration to drive quality improvements.

Responsibilities include monitoring calls, generating internal reports, training staff on quality guidelines, and ensuring compliance with account policies while mentoring the QA group to deliver consistent customer experiences.

Qualifications

• Minimum 1–2 years of experience as Quality Supervisor.
• Bachelor's degree in a related field from a four-year college or university.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office.

Responsibilities

• Meet or exceed all quality initiatives/goals by ensuring processes are inspected regularly.
• Escalation actions occur within appropriate time frames and are tracked internally.
• Inspect quality representative’s work for accuracy and thoroughness.
• Schedule monitoring/calibration sessions monthly or as directed.
• Forward client/ops updates, create internal reports, and communicate to floor, training, and stakeholders.
• Educate center personnel on quality and customer connection processes.
• Implement and reinforce quality and customer connection processes.
• Drive continuous improvement via data trends, consulting, and trouble-shooting.
• Identify floor needs with QA team and drive strategy from data analyses.
• Ensure call center compliance with policies and accurate information during interactions.
• Create a process for associates to share improvement ideas quarterly.
• Produce a standard QA report covering infractions, fulfillment, professionalism, and CX.
• Manage QA department and ensure processes/techniques are followed.

Skills

Communication skills

Detail-oriented

Team leadership

Able to work night shift

Time management

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 performance measures meet service level standards. The role emphasizes safeguarding accuracy, process audits, and cross-functional collaboration to drive quality improvements.

Responsibilities include monitoring calls, generating internal reports, training staff on quality guidelines, and ensuring compliance with account policies while mentoring the QA group to deliver consistent customer experiences.