Quality Supervisor (BPO)

VXI Global Solutions; Philippines; On-site; PHP 500,000 - 700,000; Full time

Job summary

VXI Global Solutions seeks an experienced QA Supervisor to oversee the QA department in Pasay, aligning programs with client requirements and internal standards.

Responsibilities include directing QA activities, reporting progress to clients, driving calibration sessions, and coaching team members. The role requires onsite work, night shifts, and a Bachelor’s degree with at least five years in QA, including 2–3 in supervision within call centers.

Qualifications

• Bachelor's / College degree required.
• Minimum of 5 years of QA experience with 2–3 years in a QA Supervisor role within call centers.
• Experience handling Sales and Tech LOB/Program.
• Must be amenable to onsite work in VXI Pasay and night-shift schedules.

Responsibilities

• Oversees QA department activities ensuring programs meet client and internal requirements.
• Receives and interprets QA directives from clients and leads implementation.
• Prepares QA reports covering training progress, evaluations, audits and insights.
• Leads calibration sessions with clients to align performance standards.
• Drives continuous process improvements through regular reviews and needs analysis.
• Collaborates with Operations, HR and Client Relations to achieve goals.

Skills

QA Leadership

Call Center QA

Team Coaching

Night Shift

Onsite Pasay

Education

Bachelor's degree

Job description

Key Responsibilities

• Oversees the QA department's activities, ensuring the effective delivery of programs and initiatives aligned with individual, operational, and client requirements.
• Receives and interprets QA directives from clients, cascades requirements to relevant departments, and leads the implementation of necessary programs.
• Prepares and delivers QA reports to clients, covering training progress, evaluation outcomes, audit results, and other key performance insights.
• Initiates and facilitates calibration sessions with clients to ensure alignment and consistency in performance standards and evaluation criteria.
• Develops long-term strategies and drives continuous process improvement initiatives through regular reviews and needs analysis.
• Collaborates with cross-functional teams (Operations, Human Resources, and Client Relations) to ensure achievement of training and performance goals through calibrations, huddles, and structured engagements.
• Leads the development of team members within assigned programs through assessments, certification processes, coaching, and structured consultations.
• Evaluates staff performance based on defined schedules, ensuring objectivity and accuracy through proper documentation; conducts performance discussions to enhance employee understanding and development.
• Conducts regular team meetings to communicate updates on current issues, training insights, and client or project developments.
• Enforces company policies and discipline; documents violations through Incident Reports (IR) and coordinates with Human Resources for proper action.
• Performs other duties as assigned to support operational and organizational objectives.

Qualifications

• Bachelor's / College Degree
• Minimum of 5 years of work experience with at least 2-3 years in a QA Supervisor role within the call center industry
• Must have experience handling Sales and Tech LOB/Program
• Must be amenable to report onsite in VXI Pasay
• Must be amenable to work in nightshift schedule