Onsite BPO Quality Lead: Coaching & Analytics

transcosmos Asia Philippines Inc.; Metro Manila; On-site; PHP 900,000 - 1,100,000; Full time

Job summary

Transcosmos Asia Philippines Inc. is seeking a Quality Lead to manage a team of QA Analysts and Senior Associates across one or more accounts. The role focuses on accurate evaluations, calibration, coaching, and timely reporting to ensure client quality standards are met.

The ideal candidate has 3–5 years of QA experience in the BPO sector, with at least 1 year in a senior analyst or team lead role, and is amenable to onsite work in Metro Manila locations with shifting schedules.

Qualifications

• Bachelor's degree in a related field is preferred but not required.
• Certifications in quality management or process improvement are an advantage.
• 3–5 years of quality experience in BPO or contact center is required.
• At least 1 year in a senior analyst or team-lead role is preferred.

Responsibilities

• Lead a team of Quality Analysts and Senior Associates to ensure accurate quality monitoring.
• Collaborate with Operations, Training, and Workforce Management to drive improvements.
• Conduct RCA, coaching, reporting, and calibration with clients and internal teams.
• Develop dashboards, scorecards, and performance insights for governance.
• Drive adoption of quality tools including AI-enabled monitoring where applicable.

Skills

Quality leadership

Coaching

Quality analysis

Root cause analysis

Data reporting

Education

Bachelor's Degree (preferred)

Job description

Transcosmos Asia Philippines Inc. is seeking a Quality Lead to manage a team of QA Analysts and Senior Associates across one or more accounts. The role focuses on accurate evaluations, calibration, coaching, and timely reporting to ensure client quality standards are met.

The ideal candidate has 3–5 years of QA experience in the BPO sector, with at least 1 year in a senior analyst or team lead role, and is amenable to onsite work in Metro Manila locations with shifting schedules.