Quality Lead

2 weeks ago

Taguig, National Capital Region, Philippines HCL Tech Full time

Supervisors/Team Leaders (Call Centre & Customer Service)

  • Lead a team of Quality Analysts and drive day-to-day goals
  • Monitor transactions in accordance with KPIs and SLAs
  • Provide additional monitoring as needed and/or requested by client or deemed necessary by the project
  • Ensure accuracy of metrics through regular evaluation and assessment
  • Assist Team Lead in analyzing all DSATs/errors received by team members
  • Group coaching for widespread QA problems
  • Follow up on feedback submitted by client
  • Own, prepare content, and present quality reporting for WBR/MBR/QBR
  • Identify QA problem areas, overseeing projects to address these issues, measuring the impact of these initiatives
  • Identify training opportunities and conduct refresher trainings
  • Attend internal and external calibration to ensure process alignment
  • Lead weekly QA debrief meeting with the teams
  • Suggest & implement value-add for business and process improvement
  • Participate in frequent discussions to facilitate understanding and change needed to improve business performance

SKILLS AND COMPETENCIES

  • Skilled in providing concise and accurate evaluation
  • Ability to present opportunities cited in an effective method
  • Preparation of daily, weekly, monthly reporting to site and client.
  • Ensure adherence to SLA and timely completion of Quality deliverables set by the management
  • Participate in planning and execution geared towards process and team member development
  • Attendance on daily huddles and weekly meetings
  • Knowledgeable in process and updates and able to handle escalations as back up to team leaders
  • Experience of ensuring project schedules are adhered to as per client specifications and deliveries are as per the time and quality standards
  • Must have basic understanding of support process Hands-on experience of transactional/call monitoring
  • Has experience in managing escalations, creating dashboards and reports
  • Experience in creating Quality Documents and Knowledge Base articles to ensure process improvement and compliance
  • Absolute credibility with internal business partners and customers.
  • Excellent organizational, and time management skills
  • Demonstrates effective problem solving and decision-making skills, good insight and judgment as well as innovative and creative thinking
  • Skilled in using computer software applications such as Microsoft Office
Your application will include the following questions:

What's your expected monthly basic salary?

HCLTech is a global technology company, home to more than 223,400 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2023 totaled $12.8 billion.

We have been named a Global Top Employer for 2023 and certified as a Top Employer in 25 countries by the Top Employers Institute across three regions, Asia Pacific, North America and Europe, for consistency in people practices across the globe. Of the 25 countries, HCLTech is ranked number one in 18 countries, including Philippines. These accolades demonstrate our commitment to fostering a work environment with an innovative and a progressive work culture. To learn how we can supercharge progress for you, visit

HCLTech is a global technology company, home to more than 223,400 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2023 totaled $12.8 billion.

We have been named a Global Top Employer for 2023 and certified as a Top Employer in 25 countries by the Top Employers Institute across three regions, Asia Pacific, North America and Europe, for consistency in people practices across the globe. Of the 25 countries, HCLTech is ranked number one in 18 countries, including Philippines. These accolades demonstrate our commitment to fostering a work environment with an innovative and a progressive work culture. To learn how we can supercharge progress for you, visit

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