QA Team Lead

Datamatics CMS PH; Cebu City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Datamatics CMS PH in Cebu City seeks a Senior QA Manager to lead a QA team and drive continuous improvement while ensuring QA processes align with business goals.

You will coach frontline leaders, organize calibrations and monitor KPIs such as AHT, FCR, and CSAT, delivering reports with actionable recommendations for Operations.

Qualifications

• Strong leadership, collaboration and organizational skills are required.
• Excellent verbal and written communication.
• Analytical mindset with ability to turn data into insights.
• Six Sigma belt or higher is a plus.
• COPC certification and coaching certifications are a plus.

Responsibilities

• Perform day-to-day QA evaluations and related processes.
• Act as backup for the QA Manager for business continuity.
• Deliver insights and process recommendations from QA findings.
• Lead, coach and develop a team of QA Analysts.
• Organize and lead calibrations to define QA parameters.
• Track coaching completions and maintain coaching logs.

Skills

Leadership

Communication

Analytical

Coaching

Data-driven insights

Quality assurance

Six Sigma

Education

College level education

Tools

QA tools

CRM systems

Reporting software

Job description

• Perform day-to-day QA evaluations and all related processes, ensuring alignment with quality standards and business goals.
• Act as backup for the QA Manager for Business Continuity purposes.
• Deliver insights and process recommendations based on QA findings; work closely with Operations to communicate trends and corrective actions.
• Support and facilitate Triad Coaching and GROW-based Coaching for frontline leaders and agents.
• Lead, coach, and develop a team of QA Analysts, fostering a culture of continuous improvement.
• Organize and lead internal and external calibrations, ensuring all QA parameters are clearly defined and consistently applied.
• Track coaching completions, and manage the safekeeping of coaching logs and documentation.
• Design and implement quality assurance strategies aligned with contact center goals.
• Monitor key KPIs such as AHT, FCR, and CSAT; provide regular performance reports with insights and recommendations.
• Maintain accurate documentation of QA evaluations, coaching sessions, calibrations, and performance data.
• Promote continuous learning through training programs, short courses, certifications, or industry events for QA Analysts.

Qualifications:

• At least college level
• Minimum of 35 years of QA experience in a call center or BPO environment, with at least 12 years in a senior or supervisory QA role.
• Strong knowledge of call center metrics, coaching methodologies (Triad, GROW), and QA best practices.
• Excellent verbal and written communication skills.
• Strong leadership, collaboration, and organizational skills.
• Analytical mindset with the ability to turn data into actionable insight.
• Proficiency in QA tools, CRM systems, and reporting software.
• Six Sigma (Yellow Belt, Green Belt, or higher)
• COPC Certification ( plus but not a requirement )
• Coaching certifications ( plus but not a requirement )