QA Team Lead

1 day ago

Cebu City, Philippines Datamatics CMS PH Full time

Perform day-to-day QA evaluations and all related processes, ensuring alignment with quality standards and business goals. Act as backup for the QA Manager for Business Continuity purposes. Deliver insights and process recommendations based on QA findings; work closely with Operations to communicate trends and corrective actions. Support and facilitate Triad Coaching and GROW-based Coaching for frontline leaders and agents. Lead, coach, and develop a team of QA Analysts, fostering a culture of continuous improvement. Organize and lead internal and external calibrations, ensuring all QA parameters are clearly defined and consistently applied. Track coaching completions, and manage the safekeeping of coaching logs and documentation. Design and implement quality assurance strategies aligned with contact center goals. Monitor key KPIs such as AHT, FCR, and CSAT; provide regular performance reports with insights and recommendations. Maintain accurate documentation of QA evaluations, coaching sessions, calibrations, and performance data. Promote continuous learning through training programs, short courses, certifications, or industry events for QA Analysts. Qualifications At least college level Minimum of 35 years of QA experience in a call center or BPO environment, with at least 12 years in a senior or supervisory QA role. Strong knowledge of call center metrics, coaching methodologies (Triad, GROW), and QA best practices. Excellent verbal and written communication skills. Strong leadership, collaboration, and organizational skills. Analytical mindset with the ability to turn data into actionable insight. Proficiency in QA tools, CRM systems, and reporting software. Six Sigma (Yellow Belt, Green Belt, or higher) COPC Certification (plus but not a requirement) Coaching certifications (plus but not a requirement) #J-18808-Ljbffr

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