Quality Analyst Supervisor

Virtual Staffing Solutions

Responsibilities

Oversee and mentor a team of Quality Analysts to ensure consistent audit alignment and calibration.
Analyze transactional quality performance data, identify root causes for defects, and develop actionable improvement plans.
Facilitate regular internal and client calibration sessions to maintain standard evaluation scoring.
Prepare and present weekly and monthly Quality Performance reports to leadership and key stakeholders.
Conduct target coaching and support operational leadership in executing process enhancements.

Experience: At least 1–2 years of experience as a Quality Supervisor, Quality Lead, or Senior QA Analyst in a BPO/Contact Center environment.
Strong expertise in QA methodologies, root-cause analysis (RCA), and performance coaching.
Proficiency with QA reporting tools, MS Excel (data analysis/pivot tables), and dashboard tracking.
Excellent verbal and written communication skills with strong presentation abilities.
Must be fully willing to work onsite in Cebu City on shifting schedules.