QA Lead

2 days 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.

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