Quality Assurance Lead - Telco (Onsite, Davao)

FPS Innovation Labs; Davao City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Full Potential Solutions (FPS) is seeking a Quality Assurance Supervisor to lead a telco-focused QA team with a data-driven approach. You will supervise analysts, develop monitoring frameworks, and drive improvements across evaluations and reporting.

This is an onsite role in Davao City with night shifts, collaborating with Operations and Training to boost performance. You’ll guide calibration sessions, present quarterly quality metrics to management, and ensure compliance with client

Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field.
• 3–5 years in Quality Assurance in call center, BPO or customer service.
• 1–2 years in supervisory role, preferably QA.
• Strong knowledge of quality monitoring tools and methodologies.
• Excellent communication and interpersonal skills.
• Ability to analyze data and translate insights into improvements.
• Amenable to work night shift and onsite in Davao City.

Responsibilities

• 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.

Skills

Quality monitoring tools

Evaluation methodologies

Process improvement

Data analysis

Communication skills

Education

Bachelor’s degree in Business Administration, Communications, or a related field

Tools

Quality monitoring tools

Job description

Full Potential Solutions (FPS) is seeking a Quality Assurance Supervisor to lead a telco-focused QA team with a data-driven approach. You will supervise analysts, develop monitoring frameworks, and drive improvements across evaluations and reporting.

This is an onsite role in Davao City with night shifts, collaborating with Operations and Training to boost performance. You’ll guide calibration sessions, present quarterly quality metrics to management, and ensure compliance with client