Senior Quality Assurance BPO

J-K Network Services; Quezon City; On-site; PHP 279,000 - 390,600; Full time

Benefits offered by this job

Performance Bonus

Incentives

HMO

Job summary

A leading IT services firm in Quezon City is seeking a Quality Assurance Supervisor responsible for monitoring and evaluating support interactions. The successful candidate will provide feedback and coaching to improve performance and customer experience. Applicants should have a Bachelor's Degree and a background in helpdesk operations, along with experience in quality assurance and familiarity with Microsoft products. This role offers a full-time position with a performance bonus and other incentives.

Qualifications

• Bachelor's Degree is required.
• Must have helpdesk operations background.
• Experience in quality assurance or related role is needed.

Responsibilities

• Monitor support interactions for quality standards.
• Provide feedback to improve agent performance.
• Collaborate with training teams to address quality gaps.
• Maintain QA documentation for compliance tracking.
• Support continuous improvement initiatives.
• Coordinate call training sessions for staff.
• Monitor interactions and ensure accuracy with feedback.

Skills

Helpdesk operations

Hardware troubleshooting

Software troubleshooting

Quality assurance

Microsoft products knowledge

BPO environment experience

Education

Bachelor's Degree

Job description

Overview

On-site - Quezon City 5-10 Yrs Exp Bachelor Full-time

Share

Job Description

Employee Recognition and Rewards

Performance Bonus, Incentives

Government Mandated Benefits

Insurance Health & Wellness

HMO

Read More

Company Profile

An Indian multinational company providing IT services, consulting, and digital solutions to global enterprises.

Position

Quality Assurance Supervisor

Company Industry

BPO

Work Location

Quezon City

Work Schedule

Shifting Schedule

Work Setup

Onsite

Job Requirements

• Bachelor\'s Degree
• Background in helpdesk operations with hands-on experience in hardware and software troubleshooting
• With experience in quality assurance or a related role
• Strong knowledge of Microsoft products and applications
• Prior experience working in a BPO environment

Job Responsibilities

• Monitor and evaluate support interactions to ensure quality standards are met
• Provide feedback and coaching to improve agent performance and customer experience
• Collaborate with training and operations teams to address quality gaps
• Maintain QA documentation and reporting for compliance and performance tracking
• Support continuous improvement initiatives across technical support processes
• Coordinate and facilitate call calibration and training sessions for call center staff.
• Monitor all interactions (calls, emails, Salesforce logs, Excel sheets) and ensure accuracy with timely feedback to the floor.

Recruitment Process

• HR Interview
• Technical Assessment
• Job Offer

Safety Notice

If the position requires you to work overseas, please be vigilant and beware of fraud.

If you encounter an employer who has the following actions during your job search, please report it immediately:

• withholds your ID,
• requires you to provide a guarantee or collects property,
• forces you to invest or raise funds,
• collects illicit benefits,
• or other illegal situations.

Tips

Some of our features may not work properly on your device.