Unify CX is looking for an extraordinary
Quality Supervisor for our motivated and ambitious team.
Role: Quality Supervisor
Work Location/Setup: Philippines | On-Site
Shift Schedule: 5-day work week | Shifting Schedule | Graveyard
Benefits: Day 1 HMO | Day 1 Life Insurance
What Will You Do
The
Quality Supervisor is responsible for overseeing the quality assurance team to ensure adherence to client-specific quality standards, internal KPIs, and regulatory requirements. This role involves supervising daily QA operations, coaching and developing QA analysts, conducting audits, and driving continuous improvement initiatives to enhance customer experience and operational efficiency.
In This Role, You Will
- Supervise and lead a team of Quality Analysts, providing guidance and support to ensure accurate and consistent evaluation of agent performance.
- Monitor customer interactions (calls, emails, chats, back-office processes) to ensure compliance with client guidelines and quality standards.
- Conduct regular audits and provide timely, constructive feedback and coaching to improve agent performance.
- Analyze quality data and trends to identify performance gaps and recommend corrective actions.
- Facilitate calibration sessions to maintain consistency in scoring and evaluation across the QA team.
- Collaborate closely with Operations, Training, and Client Services teams to address quality issues and implement improvements.
- Prepare and present detailed quality reports to management and client stakeholders.
- Assist in developing and updating quality assurance processes, policies, and training materials.
- Support hiring and onboarding of new QA team members.
- Ensure compliance with client-specific requirements, industry standards, and company policies.
Who Are You
To be considered, candidates are expected to have the following:
Required Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent work experience.
- Minimum of 3 years experience in Quality Assurance within a BPO environment.
- At least 1 year of supervisory or team lead experience in quality or operations.
- Strong knowledge of quality assurance processes, standards, and methodologies.
- Proficiency with QA monitoring tools (e.g., NICE, Verint, Calabrio) and Microsoft Office applications (especially Excel and PowerPoint).
- Excellent communication, coaching, and interpersonal skills.
- Ability to analyze quality data and identify trends or areas for improvement.
- Experience in managing performance and delivering constructive feedback.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- Willingness to work flexible shifts, including nights or weekends if required.
Preferred Qualifications
- Certification in quality management or process improvement methodologies such as Six Sigma, COPC, or Lean.
- Experience working with both voice and non-voice BPO processes.
- Familiarity with international client standards and experience managing multicultural teams.
- Advanced skills in data analysis and reporting, including use of business intelligence tools.
- Experience in conducting calibration sessions and training quality analysts.
- Strong stakeholder management and client-facing experience.
- Knowledge of compliance and regulatory requirements relevant to the BPO industry.
- Ability to lead continuous improvement initiatives and drive operational excellence.
- Willingness to adapt to changing business needs and work flexible hours.
Who We Are
unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.
At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. 
