QA Lead: Elevate Quality & Customer Experience

HCLTech; Philippines; On-site; PHP 893,000 - 1,339,000; Full time

Job summary

HCLTech Philippines is seeking a Quality Assurance Lead to oversee the QA program within our BPO operation, ensuring customer interactions meet client requirements, regulatory standards, and internal quality objectives.

The role leads a team of Quality Analysts, drives continuous improvement, analyzes performance trends, and collaborates with Operations, Training, and Client stakeholders to enhance customer experience and operational effectiveness.

Qualifications

• Graduate of any 4-year course.
• Minimum of 2 years as a BPO Quality Assurance Analyst.
• At least 1–2 years of supervisory or team leadership experience in Quality Assurance.
• Experience handling voice, chat, email, or back-office quality programs.
• Experience with client-facing quality initiatives is an advantage.
• Experience with enterprise tools such as Salesforce, Oracle, and Google Workspace.

Responsibilities

• Supervise, coach, and mentor team of Quality Analysts.
• Conduct regular performance reviews and individual coaching sessions.
• Ensure team productivity, accuracy, and adherence to service level expectations.
• Support hiring, onboarding, and training of new QA team members.
• Lead evaluations of customer interactions across calls, emails, chats, and case documentation.
• Facilitate calibration sessions with QA Analysts, Operations, and clients to ensure scoring alignment.
• Analyze quality trends, root causes, and recurring customer experience issues.
• Develop and maintain QA dashboards, scorecards, and performance reports.
• Present quality insights, risks, and recommendations to internal team and client stakeholders.
• Track KPIs such as Quality Scores, CSAT, Compliance, and Critical Error Rates.

Skills

Quality Assurance

Team Leadership

BPO Experience

Quality Programs

Client-facing QA

Education

Bachelor degree (4-year)

Tools

Salesforce

Oracle

Google Workspace

Job description

HCLTech Philippines is seeking a Quality Assurance Lead to oversee the QA program within our BPO operation, ensuring customer interactions meet client requirements, regulatory standards, and internal quality objectives.

The role leads a team of Quality Analysts, drives continuous improvement, analyzes performance trends, and collaborates with Operations, Training, and Client stakeholders to enhance customer experience and operational effectiveness.