Senior Team Lead, Quality Assurance

2 weeks ago

Makati City, National Capital Region, Philippines One CoreDev IT Inc. Full time

The Operations & Projects Senior Supervisor is responsible for managing and optimizing day-to-day operations in a BPO/Managed Services environment. This role involves overseeing team leads and agents, ensuring SLAs and KPIs are consistently met, and driving process and performance improvements. The ideal candidate brings strong leadership, client facing experience, and preferably project management and implementations background to spearhead and launch new programs, clients, processes, or technologies within Operations.

Key Responsibilities:

  • Lead, manage, and mentor a team of Team Leaders and front-line agents across multiple processes or accounts.
  • Monitor performance metrics (KPIs/SLAs) and ensure operational targets are achieved or exceeded.
  • Analyze operational data and prepare regular performance reports for clients and internal stakeholders.
  • Identify gaps in process or performance and implement improvement strategies.
  • Collaborate with cross-functional teams (Recruitment, Quality, Training, Workforce, IT etc.) to ensure operational excellence and compliance.
  • Support or lead implementation efforts for new programs, client processes and full program immersion or transitions as required.
  • Conduct regular team meetings, reviews, and one-on-ones to drive engagement and performance.
  • Conduct Operations Trainings and Initiatives for new hires and existing employees.
  • Participate in client calibration calls, business reviews, and governance meetings.

Qualifications & Experience:

  • Bachelor's degree or equivalent work experience in Business, Communications, Operations Management, or related field
  • 5+ years of experience in BPO operations, with at least 3 years in a team leadership or managerial role
  • Strong understanding of contact center metrics, workforce management, and service delivery
  • Experience or exposure to client implementations, process transitions, or project management is preferred
  • Excellent communication, interpersonal, and client facing skills
  • Proficient in MS Office and experience with CRM or ticketing tools (e.g., Salesforce, Zendesk, Genesys)
  • Proficiency with call center telephony systems (Five9, Avaya, RingCentral, CRM platforms)
  • Excellent Communication and Interpersonal Skills
  • Flexibility to work in rotational shifts, including nights and weekends, based on client requirements

Why Join Us?

  • Competitive salary and performance-based incentives
  • Fast-paced, collaborative work environment with growth opportunities
  • Exposure to various aspects of real estate, leasing, and vendor management
  • Full onsite position with shifting schedules available

Job Type: Full-time

Pay: Php41, Php45,000.00 per month

Benefits:

  • Company events
  • Health insurance

Ability to commute/relocate:

  • Makati: Reliably commute or planning to relocate before starting work (Preferred)

Education:

  • Bachelor's (Preferred)

Willingness to travel:

  • 100% (Preferred)

Work Location: In person

  • quality assurance

    2 weeks ago

    Makati City, National Capital Region, Philippines Team Global Facility Solutions Inc. Full time

    The Quality Assurance Officer for Procurement and Construction is responsible for ensuring that all procured materials, services, and construction activities comply with company standards, project specifications, contractual requirements, safety regulations, and applicable laws. The role focuses on quality control, supplier/vendor compliance, and continuous...

  • IJP: Senior Quality Assurance Lead

    1 day ago

    Makati City, National Capital Region, Philippines HelloConnect Inc. Full time

    Job Description:The Senior QA Lead is responsible for overseeing Quality Assurance across multiple English-speaking Customer Care markets. This role provides leadership and guidance to multiple QA Leads, ensuring consistency, accuracy, and fairness of QA evaluations and coaching across regions. The Senior QA Lead acts as a key strategic partner to...

  • 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...

  • Senior Software Quality Assurance Engineer

    1 day ago

    Makati City, National Capital Region, Philippines eTap INC Full time

    Job DescriptionThe Senior Software Quality Assurance Engineer is responsible for leading testing initiatives with the Division Manager, creating plans, cases, and scripts for testing, and providing guidance and mentorship to other engineers.Duties and ResponsibilitiesLead comprehensive hardware and software testing initiatives, with a primary focus on...

  • Quality Assurance

    2 weeks ago

    Makati City, National Capital Region, Philippines Asiagate Networks, Inc. Full time

    Quality Assurance (QA) Analyst The QA Analyst works through the entire project, which may include pre-launch activities such as but not limited to:Attending pre-bid conferences and project planning meetings to ascertain the requirements of the prospective client.Upon the official launch of the project and during the development period, the QA Analyst is...

  • Senior Quality Assurance

    2 weeks ago

    Quezon City, National Capital Region, Philippines Dona Alejandra Inc. Full time

    JOB OPPORTUNITY: Senior Quality Assurance (QA) LeadCompany: Doña Alejandra, Inc. (DAI)Location: Quezon City (Head Office)Reporting To: IT Director / Head of PMOWork Arrangement: On-Site / Hybrid Eligibility (See details below)About Doña Alejandra, Inc.: DAI is a premier ICT Solutions Provider specializing in high-impact systems for the Philippine...

  • Quality Assurance Manager

    2 weeks ago

    Makati City, National Capital Region, Philippines Security Bank Corporation Full time

    The Quality Assurance Manager ensures that the team of Quality Assurance Officers meets or exceeds the standards in designing and delivering the set Quality metrics to continuously drive the performance of the Customer Contact Group.How You'll ContributeSpearheads the development of quality goals, procedures, and standards that are coherent with the values...

  • it quality assurance lead

    2 weeks ago

    Quezon City, National Capital Region, Philippines Armed Forces & Police Savings and Loan Association, Inc. (AFPSLAI) Full time

    Job SummaryWe are seeking a Quality Assurance (QA) Lead to oversee manual and automated testing for our Core Banking System. This role involves leading and executing QA activities throughout the project lifecycle, ensuring the system meets high standards of functionality, security, and performance. The ideal candidate has a strong understanding of testing...

  • Quality Assurance Analyst

    2 weeks ago

    Makati City, National Capital Region, Philippines Peak Outsourcing, Inc. Full time

    The Quality Assurance (QA) Analyst will support the quality assurance effort by systematically reviewing customer interactions and applying established quality standards to approved quality scorecards. This role aims to ensure that quality assurance is applied in an independent, objective, and neutral manner. The goal is to improve the customer experience...

  • Quality Assurance Officer

    2 weeks ago

    Makati City, National Capital Region, Philippines Primus@knowledge@Specialist Full time

    What you'll be doingDevelop and implement quality assurance procedures to ensure all records and documents meet company and industry standardsRegularly audit files, documents and databases to identify and resolve any errors or inconsistenciesProvide training and guidance to staff on best practices for records management and document controlLiaise with...