Onsite BPO Quality Lead & Analytics Coach

transcosmos Asia Philippines, Inc.; Taguig; On-site; PHP 1,000,000 - 1,300,000; Full time

Job summary

transcosmos Asia Philippines, Inc. is seeking a Quality Lead to guide a team of Quality Analysts and Senior Associates. You will ensure accurate quality monitoring, coaching, and reporting while driving governance and continuous improvement.

The role partners with Operations, Training, and WFM to meet client requirements and quality standards, including data-driven insights and AI-enabled quality tools adoption. Onsite work locations include Gilmore, Ortigas, and McKinley.

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.
• Experience in quality monitoring, calibration, RCA, coaching, and reporting.
• Experience presenting quality findings to Operations Team Leaders or account stakeholders.
• Amenable to work onsite (Gilmore, Quezon City; Ortigas, Pasig City; McKinley, Taguig) and to shifting schedules.

Responsibilities

• Oversee daily quality operations ensuring evaluations are accurate and timely.
• Monitor quality performance, analyze trends, conduct RCA, and develop action plans.
• Collaborate with Operations, Training, and WFM to address quality issues and improve CX.
• Facilitate internal/client calibration sessions and manage quality escalations.
• Lead, coach, and develop Quality Analysts and Senior Associates.

Skills

Quality monitoring

Coaching

Data analysis

Presentation

Education

Bachelor's degree preferred (any field)

Job description

transcosmos Asia Philippines, Inc. is seeking a Quality Lead to guide a team of Quality Analysts and Senior Associates. You will ensure accurate quality monitoring, coaching, and reporting while driving governance and continuous improvement.

The role partners with Operations, Training, and WFM to meet client requirements and quality standards, including data-driven insights and AI-enabled quality tools adoption. Onsite work locations include Gilmore, Ortigas, and McKinley.