Airline Quality Team Lead – QA & Compliance

Atain; Muntinlupa; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Atain in Metro Manila is seeking a QA Lead to oversee a team of quality analysts in a BPO setting. You will coach, monitor performance, and ensure daily output aligns with SLAs and regulatory standards. Responsibilities include audits, calibration sessions, KPI tracking, and reporting.

You will collaborate with floor operations and management, manage attendance and training, and drive CAPA initiatives. Candidates should have 3+ years in BPO, 1–3 years QA/lead roles, strong Excel and data skills,

Qualifications

• College graduate or college undergraduate of any course.
• 3+ years total work experience in a BPO or call center.
• 1–3 years in Quality Assurance (airline/travel background) or supervisory roles.

Responsibilities

• Lead, coach, and monitor a team of quality analysts to meet SLAs.
• Conduct audits, process checks, and ensure QMS compliance.
• Organize calibration sessions with internal teams and clients for scoring consistency.
• Track KPIs and KRAs, generating daily, weekly, and monthly reports.
• Identify performance gaps, implement CAPA, and drive process improvements.
• Collaborate with stakeholders to escalate quality issues and communicate updates.

Skills

Analytical thinking

Data interpretation

English communication

Root-cause analysis

Education

College graduate or undergraduate (any course)

Tools

Excel

Reporting tools

Job description

Atain in Metro Manila is seeking a QA Lead to oversee a team of quality analysts in a BPO setting. You will coach, monitor performance, and ensure daily output aligns with SLAs and regulatory standards. Responsibilities include audits, calibration sessions, KPI tracking, and reporting.

You will collaborate with floor operations and management, manage attendance and training, and drive CAPA initiatives. Candidates should have 3+ years in BPO, 1–3 years QA/lead roles, strong Excel and data skills,