We are looking for a proactive Quality Assurance Team Lead to lead the implementation of high-impact training programs and quality assurance initiatives across our operational sites. In this role, you will ensure our teams meet performance excellence, maintain process compliance, and consistently deliver high-quality results. As a key leader, you will scale our training and quality frameworks to support organizational growth while coaching associates to reach their full potential.
Key Responsibilities
- Training Leadership: Lead the design and delivery of engaging training programs, including onboarding, upskilling, and refresher courses for diverse teams.
- Quality & Performance: Oversee QA audits and identify performance trends to implement corrective actions and drive continuous improvement.
- Coaching & Feedback: Provide actionable coaching to associates and managers to elevate service standards and reduce operational errors.
- Cross-Site Scalability: Act as a subject matter expert across multiple locations, aligning processes and sharing best practices to ensure consistency.
- Reporting & Analytics: Track training effectiveness and QA outcomes using data-driven dashboards to provide strategic recommendations to management.
- Team Mentorship: Guide and inspire training and QA staff, fostering a culture of excellence, motivation, and professional growth.
- Continuous Improvement: Identify opportunities to optimize internal and client-facing processes, ensuring measurable improvements in efficiency and accuracy.
Qualifications
- Proven Experience: 3–5 years of progressive experience in training, quality, or operations, ideally within a BPO or client-service environment.
- Leadership Impact: Demonstrated ability to lead QA programs and training initiatives for distributed or multi-location teams.
- Expert Facilitation: Strong coaching, presentation, and interpersonal skills with a knack for engaging learners.
- Analytical Mindset: Proficient in using metrics and reporting tools to drive performance optimization.
- Adaptability: Highly organized and capable of managing shifting priorities in a fast-paced environment.
- Educational Background: Bachelor's degree in a relevant field.
Working Conditions
- Full-time position, with occasional overtime during peak seasons.
- Must be willing to work onsite in BGC, Taguig City and Makati City
- Must be willing to work in a rotating shift.
Why Join Us
- Opportunity to lead and scale training initiatives in a growing, dynamic company.
- A supportive work environment that values integrity, accountability, and service excellence.
- A platform to champion continuous improvement and make a tangible impact on operational success.
