QA Team Lead - Content Moderation & Process Improvement

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

Job summary

Enshored, Inc. is seeking a Quality Team Lead in the Philippines to generate daily CSAT, losses, and QA reports, analyze trends, and collaborate with STMs on insights and quality clean-ups.

You will lead process improvements, schedule quality talks, and address agent performance gaps to uphold service standards. You will review QA outputs, ensure timely submissions, and drive standardized procedures while allocating improvement projects based on data insights, with a focus on maintaining

Qualifications

• Must have 2+ years as Quality Lead in a BPO setting.
• QA Analyst experience 4+ years in a BPO environment.
• Experience handling Content Moderation/Social Media.

Responsibilities

• Lead and support Quality and Process Improvement teams in executing defined quality initiatives.
• Review and validate QA reports to ensure accuracy and timely submission.
• Implement and maintain standardized quality procedures; recommend enhancements to improve efficiency.
• Allocate and prioritize improvement projects based on internal and external quality data.
• Approve and oversee audit schedules and capacity planning to ensure effective coverage.
• Monitor compliance and elevate quality issues or halt processes when necessary to maintain standards.

Skills

Quality Assurance

Leadership

Data Analysis

Process Improvement

Job description

Enshored, Inc. is seeking a Quality Team Lead in the Philippines to generate daily CSAT, losses, and QA reports, analyze trends, and collaborate with STMs on insights and quality clean-ups.

You will lead process improvements, schedule quality talks, and address agent performance gaps to uphold service standards. You will review QA outputs, ensure timely submissions, and drive standardized procedures while allocating improvement projects based on data insights, with a focus on maintaining