Quality Assurance Supervisor | Pioneer Wave (Telco)

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

We are looking for a detail-oriented and proactive Quality Assurance Supervisor to lead our QA team and ensure the delivery of exceptional service quality across our operations. This role will be responsible for monitoring performance, driving process improvements, and providing coaching and guidance to QA Analysts to support organizational goals.

Duties and Responsibilities:

• Supervise, mentor, and support a team of QA Analysts to ensure accuracy and consistency in evaluations.

• Develop and implement quality monitoring frameworks, scorecards, and reporting tools.

• Review and analyze quality performance data to identify trends, gaps, and opportunities for improvement.

• Collaborate with Operations, Training, and other cross-functional teams to address quality issues and enhance overall performance.

• Provide constructive feedback and actionable recommendations to improve both agent and process performance.

• Conduct calibration sessions with stakeholders to maintain fairness and consistency in evaluations.

• Prepare and present regular reports on quality metrics and team performance to management.

• Ensure compliance with company policies, client requirements, and industry standards.

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent work experience).

• At least 3–5 years of experience in Quality Assurance within a call center, BPO, or customer service environment is preferred.

• Minimum of 1–2 years in a supervisory or leadership role, preferably in QA is preferred.

• Strong knowledge of quality monitoring tools, evaluation methodologies, and process improvement practices.

• Excellent communication, presentation, and interpersonal skills.

• Ability to analyze data, generate insights, and translate them into actionable improvements.

• Strong problem-solving skills and attention to detail.

• Amenable to work in the night shift

• Amenable to work onsite in Davao City