Lead Contact Center Quality Assurance Specialist

22 hours ago

San Fernando, Central Luzon, Philippines beBeeLeadership Full time ₱5,000,000 - ₱8,000,000
Quality Assurance Specialist Role

We are seeking a detail-oriented and strategic Quality Assurance Specialist to lead the QA function in our contact center. You will be responsible for ensuring service quality, compliance, and continuous improvement across multiple client accounts.

This is a key leadership role that directly impacts customer satisfaction and operational excellence. As a Quality Assurance Specialist, you will be responsible for monitoring and evaluating agent interactions, developing and implementing QA frameworks, and analyzing quality trends.

The ideal candidate will have a bachelor's degree in Business, Quality Management, or a related field, and 3+ years of experience in a QA leadership role within a BPO or contact center. Strong knowledge of QA methodologies, tools, and contact center operations is required.

The successful candidate will have excellent analytical, coaching, and communication skills, and experience with QA software, CRM systems, and reporting tools. Certifications in Quality, Six Sigma, or related areas are a plus.

Responsibilities:

  • Monitor and evaluate agent interactions across various campaigns
  • Develop and implement QA frameworks, scorecards, and calibration sessions
  • Analyze quality trends and provide actionable insights to operations and training teams
  • Ensure compliance with client standards, internal policies, and regulatory requirements
  • Conduct audits, feedback sessions, and coaching to improve agent performance
  • Collaborate with stakeholders to align QA initiatives with business goals
  • Prepare and present quality reports to internal leadership and clients

Requirements:

  • Bachelor's degree in Business, Quality Management, or a related field (preferred)
  • 3+ years of experience in a QA leadership role within a BPO or contact center
  • Strong knowledge of QA methodologies, tools, and contact center operations
  • Excellent analytical, coaching, and communication skills
  • Experience with QA software, CRM systems, and reporting tools
  • Certifications in Quality, Six Sigma, or related areas (a plus)

Benefits:

  • Competitive compensation package
  • Medical and dental coverage
  • Free meal during training
  • Allowances (Rice, Clothing, Laundry, Meal)
  • Performance and loyalty bonuses
  • Frequent disinfection, fogging of workplace
  • Opportunities for growth and promotion
  • Employee shuttle services
  • Company retreats and off-site events

About Us:

Our company is a leading provider of business process outsourcing services. We specialize in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Join us in shaping the future of our organization and contributing to the success of our clients. Apply today

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