Quality Analyst Team Lead

Swak BPO Corp; Angeles; On-site; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

HMO with dependent

Free meals

Free shuttle service

Recreational facility

Promotions & raises

Job summary

Swak BPO Corp in Clark Freeport Zone is seeking a Quality Analyst Team Lead to guide a group of QA professionals, oversee evaluations, and drive quality throughout customer interactions in a fast-growing BPO environment.

You will develop QA methodologies, conduct audits, track metrics, coach the team, and collaborate with operations to raise service levels. This on-site role offers HMO and meal perks after milestones, plus shuttle services.

Qualifications

• Bachelor's degree in any related field (Business, Communications, or Quality Management) preferred.
• Minimum of 2 years of experience in quality assurance, with leadership experience is an advantage.
• Strong knowledge of quality standards and methodologies.
• Excellent analytical, problem-solving, and communication skills.
• Ability to lead and inspire a team while maintaining high-quality standards.

Responsibilities

• Manage and guide a team of Quality Analysts to ensure efficiency and accuracy in evaluations.
• Develop and implement quality assurance methodologies, conduct audits, and ensure compliance with company and industry standards.
• Track key quality metrics such as customer satisfaction, compliance scores, and error rates.
• Provide coaching and training to the team to improve performance.
• Identify areas for improvement and collaborate with operations teams to enhance service delivery.
• Maintain detailed reports on quality assessments and provide insights to management.

Skills

Analytical skills

Problem solving

Communication

Education

Bachelor's degree in a related field

Job description

Swak BPO Corp. is one of the fastest-growing BPO centers in the Clark Freeport Zone. We pride ourselves on doing great work for our customers with professionalism, energy, and enthusiasm. Our work environment represents a culture of dedication, stability, and teamwork. As the business expands, we seek to hire a Quality Analyst Team Lead (BPO) to join our growing company.

Job Responsibilities:

• Manage and guide a team of Quality Analysts to ensure efficiency and accuracy in evaluations
• Develop and implement quality assurance methodologies, conduct audits, and ensure compliance with company and industry standards
• Track key quality metrics such as customer satisfaction, compliance scores, and error rates
• Provide coaching and training to the team to improve performance
• Identify areas for improvement and collaborate with operations teams to enhance service delivery
• Maintain detailed reports on quality assessments and provide insights to management

Job Qualifications:

• Bachelor's degree in any related field (Business, Communications, or Quality Management) preferred
• Minimum of 2 years of experience in quality assurance, with leadership experience is an advantage
• Strong knowledge of quality standards and methodologies
• Excellent analytical, problem-solving, and communication skills
• Ability to lead and inspire a team while maintaining high-quality standards

Why work with Swak BPO Corp.?

• Opportunity to work with international teams and companies
• Opportunity in promotions and salary increases
• A company that provides HMO; upon reaching your second year with the company, you will get one (1) free dependent at no additional cost
• Free meals prepared and provided by the company to promote a healthy lifestyle
• Free shuttle services provided around Angeles City and nearby areas
• A recreational facility that provides comfort and entertainment for employees to unwind

This is going to be an on-site work. Our offices are located in Clark Freeport Zone, Angeles City, Pampanga.