{"id":2343731,"url":"https://alion.io/job/intelogix-supervisor-quality-assurance","title":"Supervisor, Quality Assurance","company":{"id":1988555,"name":"InteLogix","domain":"intelogix.com","url":"https://alion.io/company/intelogix","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":7,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Philippines"],"countries":["PH"],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":10500,"max_usd":24000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":4414},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"PCI DSS","optional":false},{"name":"Google Sheets","optional":true},{"name":"Microsoft Excel","optional":true}],"status":"live","first_seen_at":"2026-10-12T11:49:50Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-12T18:11:51Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Who we are:\nInteLogix 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.\nTeam leadership\nSupervise, schedule, and coach Quality Analysts; set daily and weekly audit targets.\nConduct regular one-on-ones, performance reviews, and calibration of analyst scoring.\nRecruit, onboard, and develop new analysts; identify and groom future QA leaders.\nQuality monitoring and evaluation\nOversee call, chat, and email audits using the approved QA scorecard and sampling plan.\nPersonally audit a sample of interactions and review analyst evaluations for accuracy and consistency.\nLead internal and client calibration sessions so scoring stays aligned with client expectations.\nMaintain and update QA scorecards, guidelines, and evaluation forms as programs change.\nAnalysis and reporting\nTrack and analyze quality scores, CSAT, NPS, FCR, and error trends by agent, team, and account.\nPrepare daily, weekly, and monthly QA reports and present findings to Operations and the client.\nPerform root-cause analysis on recurring defects and escalations, and recommend corrective actions.\nPerformance improvement\nPartner with Team Leaders and Trainers to build coaching plans, refresher training, and PIPs based on QA results.\nRun quality improvement initiatives using tools such as Pareto, fishbone, and 5 Whys.\nIdentify knowledge gaps and feed them into training content and process documentation.\nCompliance and risk\nMonitor adherence to client policies, data privacy rules (e.g., Philippine Data Privacy Act of 2012 (RA 10173), GDPR), and PCI-DSS where applicable.\nFlag zero-tolerance and critical errors immediately and manage the escalation process.\nSupport client audits, business reviews, and ISO or COPC requirements.\nStakeholder management\nServe as the QA point of contact for assigned clients and join\nBusiness Reviews and governance meetings.\nHandle disputes on QA scores fairly and on time\nQUALIFICATIONS\nEducation\nBachelor's degree in any field; Business, Communications, or Psychology preferred.\nExperience\nAt least 3 years of BPO or contact center experience, with 1-2 years as a Quality Analyst.\nAt least 1 year in a supervisory or team lead role (QA team preferred).\nExperience with customer service, technical support, or sales accounts; multi-channel QA is a plus.\nSkills\nExcellent written and verbal English communication.\nStrong analytical skills; advanced Excel or Google Sheets (pivot tables, lookups, charts).\nFamiliarity with QA and CRM tools such as NICE, Verint, Playvox, Salesforce, or Zendesk.\nCoaching and feedback skills that drive behavior change.\nWorking knowledge of quality frameworks such as Six Sigma, COPC, or ISO 9001 is an advantage.\nSound judgment, objectivity, and integrity when handling sensitive data and disputes.","description_format":"text","description_chars":3106,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-12T11:49:50Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":19,"reasons":["conf:11","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/intelogix-supervisor-quality-assurance","json_url":"https://alion.io/job/intelogix-supervisor-quality-assurance.json","meta":{"generated_at":"2026-10-13T06:01:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9357,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1988555},"rest":"https://alion.io/mcp/rest/get_company?id=1988555"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fintelogix-supervisor-quality-assurance"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fintelogix-supervisor-quality-assurance"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fintelogix-supervisor-quality-assurance"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/intelogix-supervisor-quality-assurance\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fintelogix-supervisor-quality-assurance"}]}