Job Description

QUALITY SUPERVISOR

Onsite | Ortigas | Night Shift

Lead quality performance by coaching QA teams, strengthening compliance, and helping Operations improve customer experience. As a Quality Supervisor, you will oversee daily QA operations, mentor Quality Analysts, monitor quality trends, and partner with Operations, Training, HR, and clients to support campaign performance goals.

At Acquire Intelligence, our mission is to help business work smarter.
We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

Here’s what’s waiting for you:

• HMO coverage for you and your family
• Epic Yearly Kick-Off Parties with major giveaways
• Recognition through our Value Awards — we celebrate your wins
• Real career growth with opportunities for internal promotions
• Meaningful work with talented and supportive teams

Your future matters:

• 900+ internal promotions every year
• Access to 2,700+ leadership training courses

Extra rewards along the way:

• 14th Month Pay after 5 years of continuous service
• Employee Referral Program — earn up to ₱42,000 per successful hire

Enjoy work-life balance:

• 24 Paid Time-Off Credits annually, with leave credits convertible to cash
• Paid Birthday Leave — celebrate your day your way

ROLE SNAPSHOT

As a Quality Supervisor, you will oversee a team of at least 10 Quality Analysts and manage their daily operations, productivity, performance, and end-to-end QA interventions. Reporting to the Quality Manager, you will help ensure consistent QA execution, compliance adherence, customer experience improvement, and strong partnership with Operations, Training, HR, internal teams, and clients.

WHAT YOU’LL DO

Quality Team Leadership

• Oversee the daily operations of a team of at least 10 Quality Analysts.

• Ensure the team delivers quality work to internal and external clients in an efficient and timely manner.

• Regularly mentor and coach Quality Analysts to support performance, consistency, and professional development.

• Prepare monthly QA scorecards and discuss individual QA performance.

• Properly onboard new QAs and facilitate goal setting for team members.

• Serve as an alternative contact person in the absence of the Quality Manager.

Quality Performance, Productivity, and Coverage

• Ensure and track productivity and coverage targets for the assigned QA team.
• Conduct spot-checks on evaluations made by QAs, Team Leaders, Sales Coaches, and Trainers at least once a month.
• Provide additional evaluations and spot checks to help identify call trends and agent behaviors.
• Review good calls submitted by QAs and submit selected calls to the Quality Manager.
• Monitor quality metrics and campaign performance trends.

Reporting, Analysis, and Recommendations

• Consolidate and analyze results and trends on quality metrics.
• Send weekly and monthly QA reports.
• Share performance trends and actionable recommendations with Operations and Training.
• Provide feedback to Operations and Quality Managers on campaign results and trends.
• Use data analysis to support agent, program, knowledge, and skills improvement.

Stakeholder Collaboration and Process Improvement

• Collaborate with Operations, Training, HR, internal groups, and clients to support agent development and campaign performance.
• Partner with Operations and Training teams in mentoring Team Leaders and Trainers on QA tools and processes through calibrations, triad coaching, and one-on-one sessions.
• Liaise with Operations, Training, and clients on development and improvement plans for Operations, Training, and QA-related processes.
• Create and document QA-specific or campaign-specific processes.

• Actively participate in internal and client meetings and performance reviews.

Critical Errors, Compliance, and Administrative Support

• Take ownership of Critical Errors, physical security, and information security processes.
• Escalate concerns to Operations, Training, QA Management, and HR as needed.
• Carry out administrative functions such as timekeeping, corrective actions, and performance assessments.
• Facilitate activities that engage team members and support a fair and innovative culture, including team buildings, planning sessions, and rewards and recognition initiatives.
• Carry out other tasks as assigned by the Quality Manager.

A BIT ABOUT YOU

• Experience supervising or leading Quality Analysts in a contact center, BPO, or back-office environment.
• Able to coach, mentor, and develop QA team members through regular feedback and performance discussions.
• Strong understanding of QA operations, transaction monitoring, evaluation standards, calibrations, and compliance requirements.
• Able to analyze quality metrics, identify trends, and provide actionable recommendations.
• Comfortable partnering with Operations, Training, HR, internal teams, and clients.
• Able to manage productivity, coverage, scorecards, spot checks, reporting, and performance documentation.
• Strong communication, facilitation, and stakeholder management skills.
• Able to handle critical errors, corrective actions, compliance escalations, and administrative responsibilities professionally.
• Committed to customer experience, operational performance, compliance, and continuous improvement.

CORE VALUES

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

Curious and Clever: Smart questions spark smart solutions

Entrepreneurial Energy: Think like an owner. Solve like a founder

Fast with Intent: We move fast and deliver real results

Laugh and Learn: We don’t take ourselves too seriously, just our results

What are you waiting for? Come for a career, stay for the fun!

Join the A-Team and experience the A-Life!