Job Description
We are hiring a Quality Supervisor to support a telco collections program, responsible for driving quality performance, ensuring compliance, and delivering actionable insights across all customer interactions.
This role is ideal for Senior Quality Analysts ready to step up into a supervisory role or QA Leads seeking broader exposure in a high-impact account.
Key Responsibilities:
- Lead quality assurance governance across collections interactions (calls, chats, and case handling)
- Ensure adherence to client standards, internal policies, and regulatory requirements
- Conduct root cause analysis (RCA) on KPI gaps, compliance risks, and customer concerns
- Translate QA findings into actionable insights and performance improvement plans
- Partner with Operations, Training, and Compliance teams to drive continuous improvement
- Monitor trends impacting customer experience, collections performance, and risk exposure
Qualifications
- Experience as a Senior Quality Analyst or QA Lead in a BPO or shared services environment
- Background in collections, telco, or financial accounts preferred
- Strong analytical and problem-solving skills
- Proficient in MS Excel (reporting and data analysis)
- Experience in compliance-driven environments
- Willing to work onsite in Eastwood, Quezon City on a dayshift schedule
What's in it for You
- Permanent role with long-term career growth
- Opportunity to step into a supervisory position
- Exposure to cross-functional stakeholders (Operations, Compliance, Training)
- Involvement in a high-impact collections environment
