Quality Analyst Lead; BPO Operations

HCLTech; Philippines; On-site; PHP 893,000 - 1,339,000; Full time

Job summary

HCLTech Philippines is seeking a Quality Assurance Lead to oversee the QA program within our BPO operation, ensuring customer interactions meet client requirements, regulatory standards, and internal quality objectives.

The role leads a team of Quality Analysts, drives continuous improvement, analyzes performance trends, and collaborates with Operations, Training, and Client stakeholders to enhance customer experience and operational effectiveness.

Qualifications

• Graduate of any 4-year course.
• Minimum of 2 years as a BPO Quality Assurance Analyst.
• At least 1–2 years of supervisory or team leadership experience in Quality Assurance.
• Experience handling voice, chat, email, or back-office quality programs.
• Experience with client-facing quality initiatives is an advantage.
• Experience with enterprise tools such as Salesforce, Oracle, and Google Workspace.

Responsibilities

• Supervise, coach, and mentor team of Quality Analysts.
• Conduct regular performance reviews and individual coaching sessions.
• Ensure team productivity, accuracy, and adherence to service level expectations.
• Support hiring, onboarding, and training of new QA team members.
• Lead evaluations of customer interactions across calls, emails, chats, and case documentation.
• Facilitate calibration sessions with QA Analysts, Operations, and clients to ensure scoring alignment.
• Analyze quality trends, root causes, and recurring customer experience issues.
• Develop and maintain QA dashboards, scorecards, and performance reports.
• Present quality insights, risks, and recommendations to internal team and client stakeholders.
• Track KPIs such as Quality Scores, CSAT, Compliance, and Critical Error Rates.

Skills

Quality Assurance

Team Leadership

BPO Experience

Quality Programs

Client-facing QA

Education

Bachelor degree (4-year)

Tools

Salesforce

Oracle

Google Workspace

Job description

Job Title: Quality Assurance Lead; Quality Analyst Lead

Job Summary

The Quality Assurance (QA) Lead is responsible for overseeing the quality monitoring program within the BPO operation to ensure customer interactions meet client requirements, regulatory standards, and internal quality objectives. This role leads a team of Quality Analysts, drives continuous improvement initiatives, analyzes performance trends, and collaborates with Operations, Training, and Client stakeholders to enhance customer experience and operational effectiveness.

Key Responsibilities

Team Leadership and Management

• Supervise, coach, and mentor team of Quality Analysts.
• Conduct regular performance reviews and individual coaching sessions.
• Ensure team productivity, accuracy, and adherence to service level expectations.
• Support hiring, onboarding, and training of new QA team members.

Quality Management

• Lead and manage the QA team in conducting evaluations of customer interactions, including calls, emails, chats, and case documentation.
• Ensure consistent application of quality standards and evaluation guidelines.
• Facilitate calibration sessions with QA Analysts, Operations, and clients to ensure scoring alignment.

Performance Analysis & Reporting

• Analyze quality trends, root causes, and recurring customer experience issues
• Develop and maintain QA dashboards, scorecards, and performance reports
• Present quality insights, risks, and recommendations to internal team and client stakeholders
• Track key performance indicators (KPIs) such as Quality Scores, CSAT, Compliance, and Critical Error Rates.

Qualifications

• Graduate of any 4-year course
• Minimum of 2 years as a BPO Quality Assurance Analyst.
• At least 1-2 years of supervisory or team leadership experience in Quality Assurance.
• Experience handling voice, chat, email, or back-office quality programs.
• Experience working with client-facing quality initiatives is an advantage.
• Experience with enterprise tools such as Salesforce, Oracle, and Google workspace