Quality Team Lead

Enshored - Pasig, National Capital Region, Philippines Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000’s fastest‑growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, whether it is from the ground up or through innovative transformation. Our team is composed of hand‑picked, talented individuals who thrive in a balanced environment of smart work and hard work while maintaining dynamic relationships with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people. Grit . We never give up. We don’t always know the answer, but we keep cracking it until we do. Persistence makes us stronger. Curiosity . We want to know you, what drives you, and what it takes to help you grow. Learning . Learning is the key to mobility, growth, and transformation. It is a commitment, and we are committed. Grace . The unconditional love for our fellow humans. What is this world without love—merely a transactional scorecard of winners and losers? We aim to shift to an infinite mindset knowing there is plenty to go around. Honesty & Sincerity . Being true to ourselves through honesty, openness, trustworthiness, and truthfulness. Sincerity adds depth to honesty, even when it sometimes betrays us as we hide behind pain. Integrity . Standing up for what we believe is right and living by our highest values. Minimum Requirements and Qualifications At least 4 years of Quality Assurance experience in the BPO industry is an advantage. 2 years of customer service‑related work experience is preferred but not required. Willing to work in Ortigas, Pasig. Ready to start immediately. Language Skills Excellent English communication skills. Essential Duties and Responsibilities Conduct quality assurance evaluations (internal audits) based on employee samples to improve overall competence by identifying strengths and development opportunities. Analyze quality trends and flag quality‑related risks to project leadership. Provide immediate feedback to employees who incur critical errors. Conduct regular feedback sessions to employees regarding their quality audits to ensure process consistency and reduce error disputes. Spearhead internal and external calibration sessions and provide calibration results. Help improve frontline consultants’ technical competence through quality evaluations, identifying strengths and development opportunities. Audit the auditor. Spearhead process improvement initiatives. Communicate effectively with stakeholders. Generate weekly, monthly, and quarterly quality audit‑related reports for internal clients such as Operations Manager and Team Captain. Participate and lead in analyzing operational improvement opportunities and present findings and recommendations to the appropriate teams for action. Be open and flexible to new ideas that may alter team goals. Perform other duties as assigned. About Enshored Enshored is the leading outsourcer for start‑ups. We’re here for innovators, scalers, creators, makers, and horizon scanners who saw it and then built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place. At Enshored, we support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity, understand that people are all different and need different challenges, and do not treat individuals as cogs in a machine. We provide the environment, tools, and support system for them to thrive. Seniority level Mid‑Senior level Employment type Full‑time Job function Quality Assurance Industries Outsourcing and Offshoring Consulting #J-18808-Ljbffr