QA Team Lead - Partially Remote

Intelogix; Manila; Hybrid; PHP 700,000 - 1,000,000; Full time

Job summary

InteLogix Manila is seeking a Supervisor of Quality Assurance to lead a team of QA analysts, schedule audits, and coach for daily and weekly targets across calls, chats, and emails.

You will oversee QA scoring, calibrate with clients, prepare weekly and monthly QA reports, and drive root-cause analysis for defects while ensuring privacy and compliance across programs.

This role partners with Operations, Trainers, and Client teams to sustain service quality and performance improvements.

Qualifications

• Bachelor's degree in any field; business, communications, or psychology preferred.
• At least 3 years of BPO/contact center experience, with 1–2 years as a Quality Analyst.
• Experience with multi-channel QA is a plus.

Responsibilities

• Supervise, schedule, and coach QA analysts; set targets.
• Audit call, chat, and email interactions using QA scorecards.
• Track QA metrics and prepare client QA reports.
• Lead calibration sessions with internal teams and clients.
• Identify root causes and drive training and process improvements.
• Ensure compliance with data privacy, PCI-DSS, and client policies.

Skills

Excellent English communication

Analytical skills

Advanced Excel/Sheets

QA/CRM tools familiarity

Coaching/feedback skills

Education

Bachelor's degree

Tools

NICE

Verint

Playvox

Salesforce

Zendesk

Job description

InteLogix Manila is seeking a Supervisor of Quality Assurance to lead a team of QA analysts, schedule audits, and coach for daily and weekly targets across calls, chats, and emails.

You will oversee QA scoring, calibrate with clients, prepare weekly and monthly QA reports, and drive root-cause analysis for defects while ensuring privacy and compliance across programs.

This role partners with Operations, Trainers, and Client teams to sustain service quality and performance improvements.