Quality Assurance Lead

2 weeks ago

Makati City, National Capital Region, Philippines Probe CX Full time

Job Summary:

The Quality Assurance Lead supports quality monitoring and continuous improvement initiatives by providing actionable QA insights in close coordination with Operations. This role focuses on day-to-day quality analysis, coaching QA Analysts, and supporting action planning to improve overall performance.

Key Responsibilities:

  • Review and analyze QA results to identify common trends, errors, and improvement areas
  • Share QA insights with Operations and support action planning based on findings
  • Conduct root cause analysis and provide clear, practical recommendations
  • Coach and guide QA Analysts to improve scoring accuracy and feedback delivery
  • Participate in calibration sessions to ensure alignment on quality standards
  • Attend Weekly and Monthly Business Review meetings as needed to share quality updates
  • Maintain and update QA reports and trackers
  • Support client and stakeholder discussions related to quality performance when required

Minimum Requirements:

  • College graduate (any field)
  • At least 2 years of experience as a QA Lead or Senior QA Analyst in the BPO industry
  • Working knowledge of root cause analysis, error detection, and SBI feedback
  • Comfortable working with data and following established metrics and reports
  • Detail-oriented with good pattern recognition and problem-solving skills
  • Able to work independently and adapt to changing priorities
  • Clear and effective written and verbal communication skills
  • Willing to work onsite at Wilcon IT Hub, Makati City

Nice to Have (Not Required):

  • Exposure to Power BI, Genesys, or Amazon Connect

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