Quality Analyst Team Lead (BPO)

Clark Development Corporation; Angeles; On-site; PHP 700,000 - 1,000,000; Full time

Benefits offered by this job

HMO

Dependent benefit after 2 years

Free meals

Shuttle service

Recreational facilities

Promotions & salary increases

Job summary

Swak BPO Corp. in Clark Freeport Zone, Angeles City, Philippines, seeks a Quality Analyst Team Lead to guide a team of analysts and drive quality assurance initiatives. The role focuses on developing methodologies, coaching staff, and maintaining high standards to ensure top-tier service delivery.

This on-site position offers opportunities for promotions and salary increases, with company-provided HMO, free meals, shuttle services, and recreational facilities to support employee well-being.

Qualifications

• Bachelor's degree in a related field preferred.
• Minimum of 2 years of quality assurance experience with leadership exposure.
• Solid understanding of quality standards and methodologies.
• Strong 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

Leadership

Quality assurance

Analytical thinking

Communication skills

Education

Bachelor's degree in Business/Communications/Quality Management

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.