QA Team Lead - Data-Driven Quality & Coaching

Probe CX

Makati

On-site

PHP 558,000 - 1,004,000

Full time

2 days ago

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Job summary

Probe Group in Manila is seeking an experienced QA Lead or Senior QA Analyst to drive quality across processes and client engagements. You will review QA results, conduct root-cause analysis, and coach analysts to improve scoring accuracy and feedback delivery.

This onsite role at Wilcon IT Hub, Makati, requires deep data orientation, adherence to metrics, and clear communication with stakeholders. You will participate in calibration sessions, share quality updates in business reviews, and

Qualifications

Minimum 2 years as QA Lead or Senior QA Analyst in the BPO industry.
Proficient in root cause analysis, error detection, SBI feedback.
Strong data orientation, metrics reporting, and pattern recognition.
Excellent written and verbal communication.

Responsibilities

Review and analyze QA results to identify common trends, errors, and improvement areas
Share QA insights with Operations and support action planning based on findings
Conduct root cause analysis and provide clear, practical recommendations
Coach and guide QA Analysts to improve scoring accuracy and feedback delivery
Participate in calibration sessions to ensure alignment on quality standards
Attend Weekly and Monthly Business Review meetings as needed to share quality updates
Maintain and update QA reports and trackers
Support client and stakeholder discussions related to quality performance when required.