job description
Join Full Potential BPO Inc. as a Quality Assurance Supervisor and lead our dynamic QA team in delivering exceptional customer service across our global client portfolio. Based in the vibrant heart of Bali (Badung), this role offers the perfect blend of professional growth and tropical work-life balance.
As the cornerstone of our quality framework, you will oversee the evaluation of customer interactions, implement process improvements, and mentor a team of QA analysts to ensure 100% compliance with client SLAs and industry best practices. Your expertise will directly impact customer satisfaction, operational efficiency, and our reputation as a premier BPO provider in Southeast Asia.
We’re seeking a detail-oriented leader with a passion for excellence, strong analytical skills, and the ability to drive continuous improvement in a fast-paced, multicultural environment. If you thrive in a role that combines strategic oversight with hands-on execution, this is your opportunity to make a tangible difference.
Responsibility
- Lead and supervise a team of QA analysts to ensure consistent adherence to quality standards and client-specific guidelines.
- Develop, implement, and refine QA processes, scorecards, and evaluation criteria to enhance service delivery.
- Conduct regular audits of customer interactions (calls, chats, emails) and provide actionable feedback to agents and team leads.
- Analyze performance metrics and trends to identify training needs, process gaps, and opportunities for improvement.
- Collaborate with operations and training teams to design and deliver targeted coaching programs for agents.
- Prepare and present comprehensive QA reports to stakeholders, highlighting insights, risks, and recommendations.
- Ensure compliance with industry regulations (e.g., GDPR, PCI-DSS) and internal policies across all customer touchpoints.
- Drive a culture of quality and accountability through regular calibration sessions and team engagement initiatives.
Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent work experience).
- Minimum 3 years of experience in a QA or customer service leadership role within a BPO or call center environment.
- Proven track record of managing QA teams and improving service quality metrics (e.g., CSAT, NPS, FCR).
- Strong knowledge of QA methodologies, scorecard design, and performance analytics tools (e.g., Verint, NICE, or similar).
- Excellent English communication skills (written and verbal) with the ability to articulate feedback clearly and professionally.
- Advanced proficiency in Microsoft Excel/Google Sheets for data analysis and reporting.
- Certifications in Six Sigma, Lean, or other quality management frameworks are a plus.
- Ability to work flexible hours to support global client operations (including possible night shifts).