Quality Analyst Team Lead

transcosmos Asia Philippines Inc.; Metro Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Transcosmos Asia Philippines Inc. is seeking a Quality Lead to head a team of Quality Analysts and Senior Associates in Metro Manila.

You will drive quality monitoring, calibration, coaching, and reporting across one or more accounts, ensuring adherence to client requirements and privacy standards. The role collaborates with Operations, Training, and Workforce Management to translate data into actionable coaching on the floor and to foster growth of analysts into future quality leaders.

Qualifications

• 3–5 years of Quality experience within the BPO or Contact Center industry.
• At least 1 year as a Senior Associate - Quality Analyst or equivalent senior analyst role, or prior experience leading a team.
• Experience in quality monitoring, calibration, RCA, coaching, and reporting across one or more accounts.
• Experience presenting quality findings to Operations Team Leaders or account stakeholders.

Responsibilities

• Oversee daily quality operations, ensuring evaluations are accurate, timely, and aligned with client requirements and quality standards.
• Monitor quality performance, analyze trends, conduct root cause analysis (RCA), and develop action plans for performance gaps.
• Collaborate with Operations, Training, and Workforce Management to address quality issues and improve agent performance.
• Facilitate internal and client calibration sessions, manage quality escalations, and ensure compliance with client and data privacy standards.
• Lead, coach, and develop Quality Analysts and Senior Associates through regular feedback and performance reviews.
• Prepare quality dashboards, scorecards, and performance reports with data-driven insights and recommendations.
• Support quality improvement initiatives and drive adoption of AI-enabled quality tools.

Skills

Quality leadership

Coaching

Performance analytics

Root Cause Analysis

Education

Bachelor's degree (any related field)

Tools

Speech analytics

Text analytics

Job description

The Quality Lead is responsible for leading a team of Quality Analysts and Senior Associates on one or more accounts, ensuring accurate and timely quality monitoring, calibration, coaching support, reporting, and governance activities.

Working closely with Operations Team Leaders, Training, and Workforce Management, the Quality Lead ensures quality targets are achieved through daily team management, structured root cause analysis (RCA), and actionable feedback to frontline operations.The role serves as the first line of Quality leadership, turning evaluation data into coaching actions on the floor while developing Analysts into future Quality leaders.

Key responsibilities

• Oversee daily quality operations, ensuring evaluations are accurate, timely, and aligned with client requirements and quality standards.
• Monitor quality performance, analyze trends, conduct root cause analysis (RCA), and develop action plans to address performance gaps and drive continuous improvement.
• Collaborate with Operations, Training, and Workforce Management to address quality issues, improve agent performance, and strengthen customer experience.
• Facilitate internal and client calibration sessions, manage quality escalations, and ensure compliance with client requirements, company policies, and data privacy standards.
• Lead, coach, and develop Quality Analysts and Senior Associates through regular feedback, performance reviews, and capability-building initiatives.
• Prepare quality dashboards, scorecards, and performance reports, providing data-driven insights and recommendations to the Quality Supervisor.
• Support quality improvement initiatives, promote best practices, and drive the adoption of AI-enabled quality tools, including speech analytics, text analytics, and automated quality monitoring.

About you

• Bachelor's Degree in Business Administration, Psychology, Industrial Engineering, Information Technology, Communications, Human Resources, Management, Statistics, Data Analytics, Management Engineering, Organizational Development, or any related field is preferred but not required.
• Professional certifications in Lean Six Sigma (Yellow Belt), COPC, Quality Management, Root Cause Analysis, Coaching, or Process Improvement are an advantage.
• 3–5 years of Quality experience within the BPO or Contact Center industry.
• At least 1 year as a Senior Associate - Quality Analyst or equivalent senior analyst role, or prior experience leading a team.
• Experience in quality monitoring, calibration, RCA, coaching, and reporting across one or more accounts.
• Experience presenting quality findings to Operations Team Leaders or account stakeholders.
• Amenable to work onsite (Gilmore, Quezon City; Ortigas, Pasig City; & McKinley, Taguig)
• Amenable to work on a shifting schedule, weekends and holidays
• Amenable to start ASAP

About us

At Transcosmos, our mission is to leverage customer insights to always be client’s most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect.

Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.

We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.

Connected Team - We are ONE

We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.

Intrinsic Values and Culture

We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.