Job 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
