Qa Lead

3 weeks ago

Metro Manila Philippines Buscojobs Full time

Posted today

Job Description

Role: QA Lead – Contact Center (Fraud Operations)
Location: Onsite – Bonifacio Global City (BGC), Taguig, Philippines
Employment Type: Full-Time | Onsite

About the Role: We are a quality-driven QA Lead who will oversee and elevate the performance of a contact center team supporting fraud-related operations for card services. This role ensures customer interactions meet high standards for accuracy, compliance, fraud prevention, and customer satisfaction.

The QA Lead will manage the Quality Assurance framework, monitor service delivery, generate insights from evaluations, and partner with Operations and Training teams to drive ongoing improvements.

Key Responsibilities
  • Lead and manage the Quality Assurance program for contact center operations focused on card fraud prevention and investigation.
  • Conduct regular evaluations of calls, cases, and transactions to assess agent performance in fraud handling, compliance adherence, and customer experience.
  • Monitor QA performance metrics, analyze trends, and prepare reports with actionable insights for operational leaders.
  • Facilitate calibration sessions with Operations, Training, and stakeholders to ensure consistency in quality standards and expectations.
  • Provide coaching, performance feedback, and mentorship to QA Analysts and frontline agents to improve performance.
  • Develop and refine QA scorecards, evaluation criteria, and documentation to maintain effective standards.
  • Ensure adherence to compliance guidelines, internal risk controls, and customer protection protocols across interactions.
  • Collaborate with cross-functional teams to align quality efforts with business objectives and promote accountability and service excellence.
Qualifications & Skills
  • Bachelor's degree or equivalent in Business, Finance, Operations, or related field.
  • 3–5 years of QA experience in a contact center, with 1–2 years in leadership/supervisory role.
  • Strong background in fraud operations, card fraud investigations, or QA in financial services preferred.
  • Understanding of regulatory compliance, risk management, and operational controls in financial services.
  • Analytical skills to identify trends and recommend improvements.
  • Interpersonal and communication skills for coaching and feedback.
  • Proficiency in QA and call monitoring tools, CRM systems, fraud investigation platforms, and MS Office.
  • Experience with international clients or global operations is a plus.

Posted today

Additional Postings
  • Job Description – Software Quality Assurance Lead (SQA) with responsibilities in test strategy, planning, and process improvement; requires 4+ years in QA and experience with SDLC/Agile.
  • Job Description – QA Lead/Supervisor roles in Manila/BGC with 5+ years QA leadership, strong testing and leadership skills; hybrid work setup.
  • Finance QA Lead – SME-Accounts Payable with 5–8 years experience, hybrid rotation, focus on AP processes and P2P improvements.

Be sure to review each posting for location, contract length, and specific qualifications.

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