Training & QA Supervisor

Bernales & Associates is a trusted industry leader in BPO services with over 25 years of experience, offering stable day-shift careers across the nation. The company provides DOLE-compliant employment, structured training programs, and strong employee engagement initiatives that support professional development. Team members benefit from performance-based incentives and clear pathways for long-term career growth. Bernales & Associates promotes a workplace culture where stability, opportunity, and continuous improvement come together to help individuals build sustainable careers.

• The Training and QA Supervisor is a full-time, on-site role based in Quezon City.
• Oversee the design, delivery, and evaluation of training programs for collections teams.
• Ensure onboarding and continuous learning programs align with operational standards and client requirements.
• Monitor quality metrics, review calls and transactions, and conduct QA audits.
• Identify performance gaps and implement coaching and improvement plans.
• Prepare training materials and facilitate training and coaching sessions.
• Collaborate with Operations to implement QA findings and best practices.
• Maintain training and QA documentation and generate performance reports.
• Drive continuous improvement initiatives to enhance service quality.

• At least 3–5 years of experience in Training and/or Quality Assurance within a BPO or recovery collections environment.
• Previous experience in a supervisory role (Supervisor, Team Lead, or equivalent) is required.
• Strong understanding of collections processes, call center metrics, and QA scorecards.
• Proven experience in designing and delivering training programs.
• Excellent coaching and mentoring skills for agents and team leaders.
• Strong analytical skills with the ability to turn performance data into actionable plans.
• Excellent verbal and written communication skills in English.
• Able to collaborate effectively with HR, Operations, and client-facing stakeholders.
• Proficient in Microsoft Office; experience with QA or call monitoring systems is an advantage.
• Strong presentation skills and experience creating training materials, curricula, and QA documentation.
• Bachelor's degree in a relevant field is preferred.
• Willing to work on-site in Quezon City and adapt to shifting schedules.
• Passionate about developing people and driving continuous improvement.