Quality Assurance Lead - Customer and Tech Support, Shared Services

Private Advertiser; Taguig; Hybrid; PHP 600,000 - 720,000; Full time

Job summary

Private Advertiser is seeking a Quality Assurance Expert to lead QA across customer-facing and operational processes. You will implement frameworks, perform audits, monitor KPIs, and drive continuous improvement with cross-functional teams.

In this hybrid role in Metro Manila, you will collaborate with Operations, Training, and Compliance to ensure adherence to policies and service levels, while enabling data-driven performance enhancements and quality governance.

Qualifications

• Bachelor's degree in Business, Finance, Quality Management or related field.
• 5+ years in QA, auditing, process excellence, or operations in Shared Services, BPO, or Global Business Services.
• 3+ years supporting customer service or contact center operations.
• Experience with QA tools and reporting dashboards.
• Lean Six Sigma, ISO certifications are an advantage.

Responsibilities

• Execute QA frameworks, methodologies, and audit standards aligned with business objectives.
• Define and maintain audit criteria, quality metrics, and reporting requirements.
• Ensure consistent application of QA processes, standards, and documentation across supported operations.
• Conduct quality audits and evaluations to ensure compliance with KPIs, SLAs, policies, and procedures.
• Analyze quality trends, identify root causes, and recommend corrective and preventive actions.
• Provide timely feedback to operational teams and monitor action plan completion.
• Maintain accurate audit records and quality documentation.
• Monitor and analyze quality performance metrics and trends.
• Prepare QA reports, dashboards, and management updates.
• Identify performance gaps and provide data-driven recommendations to improve service quality and operational effectiveness.
• Develop and maintain quality guidelines, training materials, and calibration programs.
• Facilitate quality calibrations and knowledge-sharing sessions.
• Identify training needs based on audit findings and performance trends.
• Collaborate with Operations and Training teams to improve performance outcomes.
• Support root cause analysis and process improvement initiatives.
• Recommend enhancements to workflows, customer interactions, and quality processes.
• Promote automation, analytics, and best practices to improve audit effectiveness and quality performance.
• Act as a subject matter expert on quality-related topics.
• Build strong relationships with cross-functional stakeholders to drive quality initiatives.
• Ensure adherence to organizational policies, regulatory requirements, and quality standards.

Skills

Auditing

Analysis

Quality metrics

Excel

PowerPoint

Stakeholder mgmt

Attention to detail

Independent work

Cross-functional collaboration

English fluency

Education

Bachelor's degree

Tools

QA tools

Call monitoring

Dashboards

Job description

Quality Assurance Expert

Work Schedule: Hybrid (3x onsite per week)

Shift schedule: Rotating (day,mid,night)

Role Summary

The Quality Assurance Expert is responsible for implementing and maintaining quality assurance standards across customer-facing and operational processes. This role conducts audits, monitors performance, identifies improvement opportunities, and partners with stakeholders to drive service excellence, compliance, and continuous improvement.

Key Responsibilities

Quality Assurance & Governance

• Execute quality assurance frameworks, methodologies, and audit standards aligned with business objectives.

• Define and maintain audit criteria, quality metrics, and reporting requirements.

• Ensure consistent application of QA processes, standards, and documentation across supported operations.

Audits & Quality Monitoring

• Conduct quality audits and evaluations to ensure compliance with KPIs, SLAs, policies, and procedures.

• Analyze quality trends, identify root causes, and recommend corrective and preventive actions.

• Provide timely feedback to operational teams and monitor action plan completion.

• Maintain accurate audit records and quality documentation.

Performance Reporting & Insights

• Monitor and analyze quality performance metrics and trends.

• Prepare QA reports, dashboards, and management updates.

• Identify performance gaps and provide data-driven recommendations to improve service quality and operational effectiveness.

Training & Capability Support

• Develop and maintain quality guidelines, training materials, and calibration programs.

• Facilitate quality calibrations and knowledge-sharing sessions.

• Identify training needs based on audit findings and performance trends.

• Collaborate with Operations and Training teams to improve performance outcomes.

Continuous Improvement

• Support root cause analysis and process improvement initiatives.

• Recommend enhancements to workflows, customer interactions, and quality processes.

• Promote the use of automation, analytics, and best practices to improve audit effectiveness and quality performance.

Stakeholder Partnership & Compliance

• Act as a subject matter expert on quality-related topics.

• Build strong relationships with cross-functional stakeholders to drive quality initiatives.

• Ensure adherence to organizational policies, regulatory requirements, and quality standards.

Qualifications

• Bachelor's degree in Business, Finance, Quality Management, or a related field.

• 5+ years of experience in Quality Assurance, Auditing, Process Excellence, or Operations within Shared Services, BPO, or Global Business Services environments.

• At least 3 years of experience supporting customer service or contact center operations.

• Proven experience conducting quality audits, calibration sessions, and performance reviews.

• Experience with QA tools, call monitoring systems, and reporting dashboards.

• Lean Six Sigma, ISO, or related certifications are an advantage.

Skills & Competencies

• Strong auditing, analytical, and problem-solving skills.

• Experience with quality metrics, scorecards, and performance reporting.

• Proficiency in Microsoft Excel and PowerPoint.

• Excellent communication and stakeholder management skills.

• Strong attention to detail and process orientation.

• Self-motivated, results-driven, and capable of working independently.

• Ability to collaborate effectively across global and cross-functional teams.

• Fluent English communication skills, both written and verbal.