Quality Analyst Team Lead (BPO)

Swak BPO Corp; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO

Free meals provided by the company

Free shuttle services

Promotion opportunities

Recreational facilities

Job summary

Swak BPO Corp. is seeking a Quality Analyst Team Lead (BPO) to guide a team of QA professionals in the Clark Freeport Zone. The role emphasizes leading quality initiatives, audits, and performance tracking to ensure service excellence.

This on-site position offers opportunities to work with international teams and advance within a growing BPO. The candidate should have a related bachelor's degree and at least two years of QA experience, with leadership experience as a plus.

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

Team leadership

Analytical skills

Communication skills

Education

Bachelor's degree in 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.