BPO Quality Team Lead

The Quality Lead is responsible for leading a team of Quality Analysts and Senior Associates on one or more accounts, ensuring accurate and timely quality monitoring, calibration, coaching support, reporting, and governance activities.

Working closely with Operations Team Leaders, Training, and Workforce Management, the Quality Lead ensures quality targets are achieved through daily team management, structured root cause analysis (RCA), and actionable feedback to frontline operations.

The role serves as the first line of Quality leadership, turning evaluation data into coaching actions on the floor while developing Analysts into future Quality leaders.

Key responsibilities:

• Oversee daily quality operations, ensuring evaluations are accurate, timely, and aligned with client requirements and quality standards.
• Monitor quality performance, analyze trends, conduct root cause analysis (RCA), and develop action plans to address performance gaps and drive continuous improvement.
• Collaborate with Operations, Training, and Workforce Management to address quality issues, improve agent performance, and strengthen customer experience.
• Facilitate internal and client calibration sessions, manage quality escalations, and ensure compliance with client requirements, company policies, and data privacy standards.
• Lead, coach, and develop Quality Analysts and Senior Associates through regular feedback, performance reviews, and capability-building initiatives.
• Prepare quality dashboards, scorecards, and performance reports, providing data-driven insights and recommendations to the Quality Supervisor.
• Support quality improvement initiatives, promote best practices, and drive the adoption of AI-enabled quality tools, including speech analytics, text analytics, and automated quality monitoring.

About you

• Bachelor's Degree in Business Administration, Psychology, Industrial Engineering, Information Technology, Communications, Human Resources, Management, Statistics, Data Analytics, Management Engineering, Organizational Development, or any related field is preferred but not required.
• Professional certifications in Lean Six Sigma (Yellow Belt), COPC, Quality Management, Root Cause Analysis, Coaching, or Process Improvement are an advantage.
• 3–5 years of Quality experience within the BPO or Contact Center industry.
• At least 1 year as a Senior Associate - Quality Analyst or equivalent senior analyst role, or prior experience leading a team.
• Experience in quality monitoring, calibration, RCA, coaching, and reporting across one or more accounts.
• Experience presenting quality findings to Operations Team Leaders or account stakeholders.
• Amenable to work onsite (Gilmore, Quezon City; Ortigas, Pasig City; & McKinley, Taguig)
• Amenable to work on a shifting schedule, weekends and holidays
• Amenable to start ASAP

About us

At Transcosmos, our mission is to leverage customer insights to always be client’s most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect.

Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.

We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.

Connected Team - We are ONE

We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.

Intrinsic Values and Culture

We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.