BPO Quality Lead: Data-Driven Coaching & Calibration

transcosmos Asia Philippines Inc.; Metro Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

transcosmos Asia Philippines Inc. is seeking a Quality Lead to guide a team of Quality Analysts and Senior Associates. The role focuses on accurate quality monitoring, coaching, and governance across client accounts from onsite locations in the Philippines.

You will drive continuous improvement through RCA, calibration sessions, and regular reporting while collaborating with Operations, Training, and Workforce Management to meet quality targets.

Qualifications

• 3–5 years of Quality experience within the BPO or Contact Center industry.
• At least 1 year as a Senior Associate - Quality Analyst or equivalent senior analyst role, or prior experience leading a team.
• Experience in quality monitoring, calibration, RCA, coaching, and reporting across one or more accounts.
• Experience presenting quality findings to Operations Team Leaders or account stakeholders.
• Amenable to work onsite (Gilmore, Quezon City; Ortigas, Pasig City; McKinley, Taguig).
• Amenable to work on a shifting schedule, weekends and holidays.
• Amenable to start ASAP.

Responsibilities

• Oversee daily quality operations, ensuring evaluations are accurate, timely, and aligned with client requirements and quality standards.
• Monitor quality performance, analyze trends, conduct root cause analysis (RCA), and develop action plans to address performance gaps and drive continuous improvement.
• Collaborate with Operations, Training, and Workforce Management to address quality issues, improve agent performance, and strengthen customer experience.
• Facilitate internal and client calibration sessions, manage quality escalations, and ensure compliance with client requirements, company policies, and data privacy standards.
• Lead, coach, and develop Quality Analysts and Senior Associates through regular feedback, performance reviews, and capability-building initiatives.
• Prepare quality dashboards, scorecards, and performance reports, providing data-driven insights and recommendations to the Quality Supervisor.
• Support quality improvement initiatives, promote best practices, and drive the adoption of AI-enabled quality tools, including speech analytics, text analytics, and automated quality monitoring.

Skills

Quality monitoring

RCA

Coaching

Leadership

Reporting

Governance

Dashboards

Education

Bachelor's degree preferred

Tools

Speech analytics

Text analytics

Quality tools

Job description

transcosmos Asia Philippines Inc. is seeking a Quality Lead to guide a team of Quality Analysts and Senior Associates. The role focuses on accurate quality monitoring, coaching, and governance across client accounts from onsite locations in the Philippines.

You will drive continuous improvement through RCA, calibration sessions, and regular reporting while collaborating with Operations, Training, and Workforce Management to meet quality targets.