BPO Quality Assurance Supervisor
Premier BPO Inc. Muntinlupa Full-time
Quality Execution & Oversight
- Supervise day-to-day QA operations across assigned campaigns
- Ensure accurate, fair, and consistent application of QA scorecards
- Review and validate QA evaluations for accuracy and alignment with standards
- Monitor quality trends and identify recurring agent or process issues
- Lead, coach, and develop QA Analysts through regular 1:1s, huddles, and feedback sessions
- Address QA analyst performance gaps with structured coaching plans
- Ensure QA analysts maintain objectivity, professionalism, and audit integrity
- Foster a culture of consistency, accountability, and continuous improvement
- Partner closely with Operations leaders to align on quality expectations
- Communicate QA findings clearly and professionally to Ops teams
- Support calibration sessions with Operations and Training
- Provide actionable feedback that improves agent performance without bias
- Prepare and deliver regular QA reports and trend analyses
- Conduct root cause analysis on quality failures and defects
- Recommend corrective actions and preventive measures based on data
- Track action plans and follow-through with stakeholders
- Ensure adherence to client, regulatory, and internal compliance standards
- Flag potential quality or compliance risks to the QA Manager promptly
- Support internal and external audits as required
- Enforce ethical QA practices with zero tolerance for score manipulation or favoritism
FoundeverMakati, 20 km from Muntinlupa
Job Highlights
• Join Our Tech Support Account | No BPO or Working Experience Required!
• HMO and Life Insurance for you and your qualified dependents + Work-Life Balance & Career Growth Opportunities!
• Accepts IT/Engineering Graduates - Fresh...
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CUSTOMER SERVICE AGENTS
Job Description
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improvement activities, work with stakeholders, and support sales activities.
Qualifications:
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• With strong background...