QA Team Lead & Performance Coach

intelogix; Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

InteLogix is seeking a Quality Assurance Team Lead in Manila to supervise a team of Quality Analysts and drive QA accuracy. You will set audit targets, coach staff, and coordinate calibration with clients to ensure consistent scoring across calls, chats, and emails.

Strong English communication, sharp analytical skills, and experience with QA tools are essential. You will monitor performance, analyze data, and lead continuous improvement initiatives within the QA program.

Qualifications

• Bachelor’s degree in any field; Business, Communications, or Psychology preferred.
• 3+ years in a BPO or contact center; 1–2 years as QA Analyst.
• At least 1 year in a supervisory or team lead role (QA team preferred).
• Experience with multi-channel QA (chat, voice, email) is a plus.

Responsibilities

• Supervise, schedule, and coach Quality Analysts; set targets.
• Audit calls, chats, and emails using the QA scorecard.
• Lead client calibration sessions to align scoring.
• Track quality scores, CSAT, NPS, and error trends by agent/team/account.
• Prepare QA reports and present findings to Operations and the client.
• Lead quality-improvement initiatives and PIPs.
• Ensure compliance with data privacy rules (RA 10173, GDPR) and PCI-DSS where applicable.
• Serve as QA point of contact for assigned clients and participate in governance meetings.

Skills

English communication

Analytical skills

Excel/Sheets

QA tools (NICE/Verint/Playvox/Salesfo​

Education

Bachelor's degree

Tools

NICE

Verint

Playvox

Salesforce

Zendesk

Job description

InteLogix is seeking a Quality Assurance Team Lead in Manila to supervise a team of Quality Analysts and drive QA accuracy. You will set audit targets, coach staff, and coordinate calibration with clients to ensure consistent scoring across calls, chats, and emails.

Strong English communication, sharp analytical skills, and experience with QA tools are essential. You will monitor performance, analyze data, and lead continuous improvement initiatives within the QA program.