Quality Assurance Lead - BPO Operations

Foundever®; Cebu City; On-site; PHP 360,000 - 600,000; Full time

Job summary

Foundever is seeking a Quality Supervisor to lead the quality team and ensure service levels meet defined performance standards. The role oversees process inspections, escalation handling, and reporting, while driving continuous improvement across QA activities.

The ideal candidate will have 1–2 years of QA supervision experience, strong communication skills, and proficiency in Microsoft Office. On-site work at Cebu City is required, with night shifts as needed.

Qualifications

• At least 1–2 years of experience in quality supervision or QA leadership.
• Bachelor's degree in a related field from a four-year college or university.
• Excellent verbal and written communication skills.

Responsibilities

• Meet or exceed quality goals by regular inspection of processes.
• Escalate issues within defined time frames and track them internally.
• Inspect QA staff output for accuracy and thoroughness.
• Schedule calibration sessions monthly or as directed.
• Generate internal reports and communicate updates to floor, training, and management.
• Educate center personnel on quality and customer interaction processes.
• Drive continuous improvement of QA processes through data analysis.
• Identify floor needs and contribute to QA strategy.
• Analyze call data to drive quality improvements and ensure policy compliance.
• Create and document quarterly ideas for process improvements.

Skills

Quality supervision

Written communication

Microsoft Office

Multi-tasking

Detail-oriented

Night shift

On-site readiness

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 levels meet defined performance standards. The role oversees process inspections, escalation handling, and reporting, while driving continuous improvement across QA activities.

The ideal candidate will have 1–2 years of QA supervision experience, strong communication skills, and proficiency in Microsoft Office. On-site work at Cebu City is required, with night shifts as needed.