QA Team Lead & Quality Assurance Coach

GC Services Limited Partnership d/b/a InteLogix; Manila; On-site; PHP 600,000 - 960,000; Full time

Job summary

InteLogix is seeking a Quality Assurance Team Lead in Manila to supervise a team of Quality Analysts across calls, chats, and emails. You will set audit targets, conduct coaching, review calibration sessions with clients, produce QA reports, and drive continuous improvement while ensuring compliance with data privacy and PCI-DSS where applicable.

Collaborate with Operations, Trainers, and client stakeholders; maintain QA scorecards; implement root-cause analysis using tools like Pareto/5 Whys;

Qualifications

• Excellent written and verbal English communication.
• Strong analytical skills with data-driven mindset.
• Advanced Excel/Google Sheets (pivot, lookups, charts).
• Familiarity with QA and CRM tools (NICE, Verint, Playvox, Salesforce, Zendesk).
• Coaching and feedback skills; drive behavior change.
• Knowledge of Six Sigma, COPC, or ISO 9001 is an advantage.

Responsibilities

• Team leadership: supervise, schedule, and coach QA Analysts; recruit and onboard.
• Quality monitoring: audit calls, chat, and emails; calibrate scoring with client.
• Analysis and reporting: track QA scores, CSAT, NPS, and defect trends; present findings.
• Performance improvement: build coaching plans and PIPs; conduct root-cause analysis.
• Compliance and risk: ensure data privacy and PCI-DSS compliance; flag issues.
• Stakeholder management: liaise with clients and Operations; support governance meetings.

Skills

Team leadership

Quality auditing

Data analysis

Excel proficiency

Coaching skills

Quality frameworks

Education

Bachelor's degree in any field

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 across calls, chats, and emails. You will set audit targets, conduct coaching, review calibration sessions with clients, produce QA reports, and drive continuous improvement while ensuring compliance with data privacy and PCI-DSS where applicable.

Collaborate with Operations, Trainers, and client stakeholders; maintain QA scorecards; implement root-cause analysis using tools like Pareto/5 Whys;