Quality Lead

3 days ago

Mandaluyong City, National Capital Region, Philippines VidaXL International (HK) Limited Full time $90,000 - $120,000 per year

We are seeking an analytical and process-driven Quality Lead to lead our Quality Assurance (QA) function across all customer service channels and verticals. This role will focus on optimizing QA strategy, ensuring actionable insights, and driving continuous improvement in agent performance and customer satisfaction.

You will manage a team of 14 QA analysts, owning the end-to-end QA framework, reporting, and collaboration with stakeholders to turn insights into tangible performance outcomes.

Key Responsibilities:

  • Lead and manage the QA team (14 QA analysts), ensuring consistent calibration, coaching, and team development.
  • Create and maintain a structured QA framework that aligns with service channels, verticals, and strategic initiatives.
  • Improve QA reporting quality with clear, actionable insights that can be used for coaching and training purposes.
  • Analyze support ticket trends to identify key issues, areas of risk, and efficiency opportunities.
  • Ensure consistency and fairness in scoring by actively organizing calibration sessions.
  • Deliver high-level quality reports highlighting top QA mistakes and corrective actions.
  • Collaborate with Training and Operations teams to ensure QA findings lead to real behavioral and performance improvements.
  • Implement tooling and automation to streamline QA workflows and ticket selection.
  • Continuously refine QA metrics and scoring to better reflect service quality and business impact.

Qualifications & Experience:

  • 10+ years in Quality Assurance, Process Optimization, or Customer Service roles.
  • Experience leading a QA team with proven coaching and people management skills.
  • Strong analytical capabilities and proficiency in Excel, QA software, and reporting tools.
  • Ability to translate insights into meaningful improvements in workflows and agent behavior.
  • Excellent communicator, comfortable working with cross-functional teams and influencing decision-makers.
  • Experience with AI-based QA tools, automation, or ticketing systems is a strong advantage.

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