Quality Supervisor

Location: Mandaluyong City, Philippines; full-time onsite

Company

hirify.global is a digital transformation company that uses analytics and business intelligence tools to improve customer and employee experiences.

What you will do

• Prepare weekly sampling plans and ensure all transaction types are monitored.
• Ensure Live, Recorded, and Side-by-Side audits are completed according to COPC recommendations.
• Track sampling adherence, implement MIPs when required, and verify QA accuracy through ATA and calibration.
• Review QA performance, provide guidance on audit parameters, and coach team members on effective feedback.
• Analyze monitoring data to identify program-level issues and communicate insights to Service Delivery, Training, and other stakeholders.
• Drive quality awareness initiatives, performance improvement projects, process mapping, and efficiency improvements.

Requirements

• At least 2–3 years of experience as a Quality Supervisor and 3–5 years of quality assurance experience, preferably in a call center or customer service environment.
• Knowledge of call center operations, performance metrics, quality standards, and customer service regulatory compliance.
• Proficiency in MS Office applications and quality management software.
• Strong analytical, problem-solving, communication, coaching, leadership, and teamwork skills.
• Ability to multitask, work efficiently in a fast-paced environment, and maintain high attention to detail.

Nice to have

• Six Sigma or quality management certification.
• Experience with data analysis tools and reporting software.

Culture & Benefits

• Collaborative work with Service Delivery, Training, and other stakeholder teams.
• Focus on employee satisfaction, team engagement, and a positive working atmosphere.
• Opportunity to build team competencies and support progression to higher responsibilities.