Quality Supervisor

QUALIFICATIONS:

• Bachelor's Degree in Business Administration, Psychology, Industrial Engineering, Information Technology, Communications, Human Resources, Management, Statistics, Data Analytics, Management Engineering, Organizational Development, or any related field is preferred but not required.
• Professional certifications in Lean Six Sigma (Yellow/Green Belt), COPC, Quality Management, Root Cause Analysis, Coaching, or Process Improvement are an advantage.
• 3–5 years of Quality experience within the BPO or Contact Center industry.
• At least 2 years in a Team Lead or Supervisory role within a Quality organization.
• Proven experience leading Quality Team Leaders and Quality Analysts across multiple accounts or business units.
• Experience in Quality Governance, Calibration, RCA, Coaching, Client Support, and Operational Reporting.
• Experience working in an ISO 9001-certified environment is an advantage.
• Amenable to work onsite (McKinley, Taguig and Gilmore, Quezon City).
• Amenable to work on a shifting schedule, weekends & holidays.

KEY RESPONSIBILITIES:

• Lead daily Quality Operations across assigned business units by providing direction and support to Quality Team Leaders.
• Ensure Quality Team Leaders effectively manage Quality Analysts and consistently deliver quality monitoring, coaching support, reporting, and governance activities.
• Monitor overall quality performance across assigned business units and ensure operational targets are achieved.
• Allocate resources and balance workloads to support changing business demands.
• Escalate operational risks and performance concerns to the Assistant Quality Manager or Quality Manager (whichever the Supervisor reports to) in a timely manner.

• Review quality performance across multiple accounts and identify performance trends, recurring quality issues, and coaching opportunities.
• Guide Team Leaders in conducting structured Root Cause Analysis (RCA) and developing effective improvement plans.
• Monitor execution of action plans and validate improvements through measurable operational results.
• Review performance reports and recommend operational improvements to improve customer experience and quality outcomes.
• Translate quality findings into specific coaching and performance-improvement actions for Team Leaders and Analysts, in partnership with Operations supervisors.
• Ensure quality performance aligns with client expectations and organizational standards.

• Serve as the day-to-day liaison between Quality and Operations, Training, and Workforce Management for assigned business units.
• Share recurring skill and process gaps identified through quality monitoring with Training coordinators and Team Leaders to inform coaching plans and refresher sessions.
• Flag staffing and workload concerns arising from quality findings to Workforce Management to support resource and scheduling decisions.
• Provide input on frontline hiring profile fit based on observed quality trends, for escalation to Talent Acquisition through the Assistant Quality Manager or Quality Manager.

• Partner with Operations leaders to address quality challenges and support performance improvement initiatives.
• Participate in client calibration sessions, governance meetings, and operational reviews as required.
• Support execution of Client Quality Action Plans within assigned business units.
• Provide quality insights and recommendations that improve customer experience and operational performance.
• Maintain strong working relationships with internal stakeholders to ensure alignment on quality objectives.

• Ensure Quality Team Leaders consistently execute quality standards, audit methodologies, calibration processes, and governance requirements.
• Review calibration outcomes and ensure evaluation consistency across assigned business units.
• Monitor compliance with client requirements, internal policies, documentation standards, and quality operating procedures.
• Review governance findings and ensure corrective actions are implemented effectively.
• Escalate systemic governance concerns and compliance risks to the Assistant Quality Manager or Quality Manager.

• Drive continuous improvement initiatives within assigned business units through structured RCA, coaching effectiveness, and best practice sharing.
• Support implementation of new quality methodologies, operational improvements, and digital initiatives.
• Encourage innovation and process improvements that enhance quality delivery and operational efficiency.
• Promote a culture of continuous improvement and operational excellence.

• Coach and develop Quality Team Leaders to strengthen leadership capability, coaching effectiveness, analytical thinking, and operational decision-making.
• Conduct regular performance reviews, coaching sessions, and talent development discussions.
• Identify high-potential employees and support succession planning initiatives.
• Foster a culture of accountability, collaboration, continuous learning, and operational excellence.
• Support onboarding and capability development of newly promoted Team Leaders.

• Review quality dashboards, scorecards, and operational reports prepared by Team Leaders.
• Identify trends, emerging risks, and opportunities using Quality, CSAT, VOC, FCR, and operational data.
• Ensure reporting accuracy, consistency, and timely submission.
• Translate operational findings into actionable recommendations for Operations and Quality Management.
• Support the Assistant Quality Manager or Quality Manager by providing consolidated insights from assigned business units.

• Support the implementation of AI-enabled Quality tools, automation initiatives, and digital reporting solutions within assigned business units.
• Coach Quality Team Leaders on effectively utilizing new technologies, dashboards, and quality systems.
• Monitor adoption and effectiveness of AI-enabled quality initiatives and provide feedback to Quality Management.
• Encourage the use of data-driven decision-making and digital tools to improve quality performance and operational efficiency.
• Support pilot programs and transformation initiatives introduced by the Quality organization.

At Transcosmos, our mission is to leverage customer insights to always be client’s most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect.

Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.

Rewarding Career

We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.

Connected Team - We are ONE

We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.

Intrinsic Values and Culture

We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.