QA Team Leader — Data-Driven Quality & Coaching

Probe CX; Hinoba-an; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Probe CX is hiring a Quality Assurance Team Leader in Makati City, Philippines. This role requires guiding QA Analysts, analyzing results, and driving continuous improvement in quality performance for client projects.

The successful candidate will coach teams, participate in calibration sessions, and present QA updates in weekly and monthly reviews while maintaining QA reports and trackers.

Qualifications

• At least 2 years of experience as a QA Lead or Senior QA Analyst in the BPO industry.
• Working knowledge of root cause analysis, error detection, and SBI feedback.
• Comfortable working with data and following established metrics and reports.
• Detail-oriented with good pattern recognition and problem-solving skills.
• Able to work independently and adapt to changing priorities.
• Clear and effective written and verbal communication skills.

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.

Skills

QA Leadership

Root cause analysis

Data analysis

Communication

Job description

Probe CX is hiring a Quality Assurance Team Leader in Makati City, Philippines. This role requires guiding QA Analysts, analyzing results, and driving continuous improvement in quality performance for client projects.

The successful candidate will coach teams, participate in calibration sessions, and present QA updates in weekly and monthly reviews while maintaining QA reports and trackers.