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Open nowPosted 17 days ago

Supervisor, Quality Assurance

InteLogix45 open roles

Where
PHL_Site_ Manila_Estancia
Work mode
Hybrid
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Your applicationOpen nowSupervisor, Quality AssuranceInteLogix · PHL_Site_ Manila_Estancia

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on InteLogix's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.7% of postings close within 7 days. Measured by our own scanner across the market. InteLogix postings stay open a median of 28 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.5%3 days
  3. 12.7%7 days
  4. 20.4%14 days
  5. 35.6%30 days
  6. 58.7%60 days
This job: posted 17 days ago

InteLogix median: 28 days open

The posting

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

BRING YOUR OWN DEVICE

  • Windows 11 or higher
  • 64-bit OS
  • Dual monitors (must be connected during validation)
  • At least 8GB RAM
  • At least 256GB SSD storage
  • Intel Core i5 (9th Gen or newer) or AMD Ryzen 5
  • 20 Mbps upload / 100 Mbps download speed
  • Wired Ethernet connection (Wi-Fi not allowed)
  • ❌ macOS devices are not supported

Team leadership

  • Supervise, schedule, and coach Quality Analysts; set daily and weekly audit targets.
  • Conduct regular one-on-ones, performance reviews, and calibration of analyst scoring.
  • Recruit, onboard, and develop new analysts; identify and groom future QA leaders.

Quality monitoring and evaluation

  • Oversee call, chat, and email audits using the approved QA scorecard and sampling plan.
  • Personally audit a sample of interactions and review analyst evaluations for accuracy and consistency.
  • Lead internal and client calibration sessions so scoring stays aligned with client expectations.
  • Maintain and update QA scorecards, guidelines, and evaluation forms as programs change.

Analysis and reporting

  • Track and analyze quality scores, CSAT, NPS, FCR, and error trends by agent, team, and account.
  • Prepare daily, weekly, and monthly QA reports and present findings to Operations and the client.
  • Perform root-cause analysis on recurring defects and escalations, and recommend corrective actions.

Performance improvement

  • Partner with Team Leaders and Trainers to build coaching plans, refresher training, and PIPs based on QA results.
  • Run quality improvement initiatives using tools such as Pareto, fishbone, and 5 Whys.
  • Identify knowledge gaps and feed them into training content and process documentation.

Compliance and risk

  • Monitor adherence to client policies, data privacy rules (e.g., Philippine Data Privacy Act of 2012 (RA 10173), GDPR), and PCI-DSS where applicable.
  • Flag zero-tolerance and critical errors immediately and manage the escalation process.
  • Support client audits, business reviews, and ISO or COPC requirements.

Stakeholder management

  • Serve as the QA point of contact for assigned clients and join
  • Business Reviews and governance meetings.
  • Handle disputes on QA scores fairly and on time

QUALIFICATIONS

Education

  • Bachelor's degree in any field; Business, Communications, or Psychology preferred.

Experience

  • At least 3 years of BPO or contact center experience, with 1–2 years as a Quality Analyst.
  • At least 1 year in a supervisory or team lead role (QA team preferred).
  • Experience with customer service, technical support, or sales accounts; multi-channel QA is a plus.

Skills

  • Excellent written and verbal English communication.
  • Strong analytical skills; advanced Excel or Google Sheets (pivot tables, lookups, charts).
  • Familiarity with QA and CRM tools such as NICE, Verint, Playvox, Salesforce, or Zendesk.
  • Coaching and feedback skills that drive behavior change.
  • Working knowledge of quality frameworks such as Six Sigma, COPC, or ISO 9001 is an advantage.
  • Sound judgment, objectivity, and integrity when handling sensitive data and disputes.
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  1. A CV for this posting

    Written against InteLogix's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on InteLogix's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    InteLogix's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

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  6. The interview in your calendar

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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3×

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  • Who got the interview, and who heard nothing

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