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Quality Assurance Lead at Probe CX

Makati, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

26 Mar, 26

Salary

0.0

Posted On

26 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Coaching, Root Cause Analysis, Data Analysis, Problem Solving, Communication, Trend Identification, Error Detection, Feedback Delivery, Performance Improvement, Calibration Sessions, Report Maintenance, Stakeholder Discussions, Continuous Improvement, BPO Industry Knowledge

Industry

Outsourcing and Offshoring Consulting

Description

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 results to identify common trends, errors, and improvement areas Share QA insights with Operations and support action planning based on findings Conduct root cause analysis and provide clear, practical recommendations Coach and guide QA Analysts to improve scoring accuracy and feedback delivery Participate in calibration sessions to ensure alignment on quality standards Attend Weekly and Monthly Business Review meetings as needed to share quality updates Maintain and update QA reports and trackers Support client and stakeholder discussions related to quality performance when required Minimum Requirements: College graduate (any field) At least 2 years of experience as a QA Lead or Senior QA Analyst in the BPO industry Working knowledge of root cause analysis, error detection, and SBI feedback Comfortable working with data and following established metrics and reports Detail-oriented with good pattern recognition and problem-solving skills Able to work independently and adapt to changing priorities Clear and effective written and verbal communication skills Willing to work onsite at Wilcon IT Hub, Makati City Nice to Have (Not Required): Exposure to Power BI, Genesys, or Amazon Connect

Responsibilities

The Quality Assurance Lead is responsible for reviewing and analyzing QA results to identify trends and improvement areas while coaching QA Analysts. This role also involves conducting root cause analysis and participating in calibration sessions to ensure quality standards are met.