Quality Assurance Lead

2 hours ago

Quezon City, National Capital Region, Philippines Probe CX Full time ₱1,500,000 - ₱2,500,000 per year

Job Summary:

We are seeking a highly organized and analytical QA Lead to oversee quality assurance

activities across multiple BPO accounts. The QA Lead will ensure that customer interactions

meet client expectations and internal standards, drive continuous improvement, and lead a

team of QA analysts to deliver consistent and actionable feedback.

Key Responsibilities:

  • Lead and manage a team of QA analysts across various accounts and campaigns.
  • Develop and implement QA frameworks, scorecards, and evaluation guidelines
  • tailored to client requirements.
  • Monitor and evaluate customer interactions (calls, chats, emails) for compliance,
  • accuracy, and service quality.
  • Provide coaching and feedback to agents and team leaders based on QA findings.
  • Collaborate with operations, training, and client teams to address quality gaps and
  • improve performance.
  • Analyze QA data and trends to identify root causes and recommend corrective
  • actions.
  • Prepare and present quality reports and insights to internal stakeholders and clients.
  • Ensure QA processes align with contractual obligations and industry standards.
  • Support calibration sessions to ensure consistency in evaluations across QA and
  • operations teams.
  • Drive initiatives to improve customer satisfaction, reduce errors, and enhance service
  • delivery.

Qualifications:

  • 3+ years of experience in a BPO environment, with at least 1 year in a QA leadership
  • role.
  • Strong understanding of contact center operations and quality assurance
  • methodologies.
  • Excellent communication, coaching, and interpersonal skills.
  • Proficiency in QA tools and CRM platforms (e.g., NICE, Verint, Salesforce, Zendesk).
  • Analytical mindset with experience in data interpretation and reporting.
  • Ability to manage multiple priorities and work in a fast-paced environment.
  • Amenable to work onsite in 1880 Building, Eastwood, Quezon City and work on a dayshift schedule.

Preferred Skills:

  • Experience with Six Sigma, Lean, or other process improvement methodologies.
  • Familiarity with client-specific compliance standards (e.g., HIPAA, PCI-DSS).
  • Strong presentation and stakeholder management skills.

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