QA Lead

15 hours ago

Taguig, National Capital Region, Philippines Outsourcey Global, Inc. Full time ₱1,500,000 - ₱2,500,000 per year
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 looking for a quality-driven and analytically minded QA Lead to oversee and elevate the performance of a contact center team supporting fraud-related operations for card services. This position plays a critical role in ensuring that all customer interactions meet high standards for accuracy, compliance, fraud prevention, and customer satisfaction.

The QA Lead will be responsible for managing the Quality Assurance framework, monitoring service delivery, generating insights from evaluations, and partnering 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 relevant stakeholders to ensure consistency in quality standards and expectations.
  • Provide coaching, performance feedback, and mentorship to QA Analysts and frontline agents to improve individual and team performance.
  • Develop and continuously refine QA scorecards, evaluation criteria, and documentation to maintain effective and relevant quality standards.
  • Ensure adherence to compliance guidelines, internal risk controls, and customer protection protocols across all interactions.
  • Collaborate with cross-functional teams to align quality efforts with business objectives and promote a culture of accountability and service excellence.

Qualifications & Skills
  • Bachelor's degree or equivalent work experience in Business, Finance, Operations, or a related field.
  • 3–5 years of experience in Quality Assurance within a contact center environment, with at least 1–2 years in a leadership or supervisory capacity.
  • Strong background in fraud operations, card fraud investigations, or quality assurance in financial services is highly desirable.
  • Solid understanding of regulatory compliance, risk management, and operational controls in the financial services sector.
  • Excellent analytical skills with the ability to identify trends, assess root causes, and recommend targeted improvements.
  • Strong interpersonal and communication skills, capable of delivering effective coaching and feedback.
  • Proficiency in QA and call monitoring tools, CRM systems, fraud investigation platforms, and Microsoft Office applications.
  • Experience working with international clients or supporting global financial operations is a plus.

  • AEM Component QA Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines HRTX Full time

    Job Overview:The AEM Component QA Lead role is a Technical Quality Assurance role will be responsible for ensuring that technical project assets are of the highest possible quality, allowing Project Managers to deliver on time, on budget and to specification with confidence. The QA team works alongside Project Managers, Developers, Business Analysts and...

  • QA Engineer

    2 weeks ago

    Taguig, National Capital Region, Philippines Cloud Bridge Full time

    OverviewJoin the QA Engineer (Invoice Data) role at Cloud Bridge.Join a UK-based tech-driven company at the forefront of financial data innovation.This is a Quality Assurance Engineer (QAE) role that sits within the Corporate Functions team that is part of the Client's Technology division. The QAE will work within an Agile team alongside software engineers,...

  • QA Engineering Lead

    1 week ago

    Taguig, National Capital Region, Philippines beBeeTest Full time ₱400,000 - ₱600,000

    Key Responsibilities IncludeCreate, review, maintain and execute test plans and test cases.Execute automation test cases and report on test results.Establish and maintain test automation frameworks.Integrate automated testing into CI processes.Develop new automated tests and tools for the product's frontend, backend APIs and other services.Identify product...

  • QA Project Manager

    1 week ago

    Taguig, National Capital Region, Philippines beBeeQuality Full time ₱900,000 - ₱1,200,000

    Job Overview:We are seeking an experienced Quality Assurance Manager to lead and oversee our internal QA projects and initiatives. As a key member of our team, you will be responsible for managing and tracking multiple projects across different departments.Main Responsibilities:Manage and track internal QA projects and initiatives.Coordinate cross-functional...

  • Associate BPM Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines UST Full time $70,000 - $120,000 per year

    Role DescriptionWe are seeking an experienced and analytical Quality Assurance Lead to oversee and elevate the quality of service in our healthcare call center operations. This role involves supervising QA Analysts, evaluating agent performance, and collaborating with training and operations teams to ensure compliance with healthcare regulations and service...

  • qa assistant

    1 week ago

    Taguig, National Capital Region, Philippines Meatworld International, Inc. Full time ₱17,000 - ₱19,000 per year

    Ensures inspection and conformance of incoming materials, in-process and finished products to food safety and quality standards.Ensures that food safety and sanitation systems are maintained in accordance with GMP, SSOP, HACCP and other guidelines.Conducts periodic inspection of facilities, equipment, practices, etc. Works mostly in the production sections...

  • Associate QA Engineer

    2 weeks ago

    Taguig, National Capital Region, Philippines Amadeus Full time $60,000 - $80,000 per year

    Job TitleAssociate QA Engineer**Purpose of the Role****The position is responsible for testing Navitaire complex airline application software to ensure that products meet acceptable standards and end-user requirements. The position will specialize in defining test requirements and creating and executing automated tests for the assigned Navitaire application....

  • QA Automation Specialist

    1 week ago

    Taguig, National Capital Region, Philippines beBeeAutomation Full time ₱1,400,000 - ₱1,700,000

    Senior QA Automation LeadThis is a role that involves leading the quality assurance strategy across teams to ensure the reliability, performance, and scalability of web and software products.Define and implement testing strategies, frameworks, and best practices across all projects.Drive test planning, prioritization, and execution of both manual and...

  • Leading Project Manager

    1 week ago

    Taguig, National Capital Region, Philippines beBeeProjectManager Full time ₱1,350,000 - ₱1,650,000

    Job SummaryWe are seeking a skilled Senior Project Manager to lead our QA initiatives and drive project execution across multiple pods. As a key member of our team, you will be responsible for managing and tracking internal QA projects, coordinating cross-pod initiatives, and working closely with the QA management team.Key ResponsibilitiesManage and track...

  • Digital Operations Lead

    1 week ago

    Taguig, National Capital Region, Philippines beBeeOperations Full time $60,000 - $80,000

    Job OverviewWe are seeking an Operations Manager to lead our digital operations team. This role will oversee the delivery of client websites and digital assets, ensuring timely completion, high-quality standards, and effective project management.The successful candidate will be responsible for building and refining processes, enforcing deadlines, and...