QA Lead – Contact Center Excellence & Insights

International SOS; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

International SOS in the Philippines is seeking a Quality Assistant Manager/Manager to support service delivery excellence by advising on quality tools, monitoring performance, and driving process improvements. You will collaborate with internal stakeholders and support training initiatives.

Responsibilities include conducting audits, preparing monthly quality performance reports, reviewing cases, and ensuring adherence to internal quality standards.

Qualifications

• Minimum 2 years’ QA experience in a customer-centric or contact center environment.
• Experience with call/case reviews and quality audits.
• Direct customer complaint handling experience.
• Experience in driving Root Cause Analysis and Improvement Plan.
• Strong analytical, reporting, and communication skills.
• Hands-on, detail-oriented, and able to manage multiple priorities.
• Proficiency in MS Word, Excel, PowerPoint, and Outlook.
• Knowledge of NPS, quality frameworks, and coaching practices is a plus.
• Bachelor’s degree or equivalent experience required.
• Willingness to work night shifts and travel as needed.
• Excellent written and spoken English.

Responsibilities

• Monitor and evaluate customer interactions to ensure quality and compliance.
• Deliver quality reports, insights, and trend analysis.
• Identify improvement opportunities and recommend coaching actions.
• Support case reviews, escalations, and timely issue resolution.
• Conduct quality reviews, calibration sessions, and action plans.
• Partner with Service Delivery and L&D to support training initiatives.
• Track customer satisfaction metrics (e.g. NPS) and drive experience improvements.
• Ensure adherence to internal quality standards and audit requirements.

Skills

QA experience

Root Cause Analysis

Reporting

Communication skills

Analytical skills

Multitasking

MS Office

Education

Bachelor’s degree or equivalent

Tools

MS Word

Excel

PowerPoint

Outlook

Job description

International SOS in the Philippines is seeking a Quality Assistant Manager/Manager to support service delivery excellence by advising on quality tools, monitoring performance, and driving process improvements. You will collaborate with internal stakeholders and support training initiatives.

Responsibilities include conducting audits, preparing monthly quality performance reports, reviewing cases, and ensuring adherence to internal quality standards.