Quality Assurance Lead: Insights and Coaching

Probe CX; Taguig; On-site; PHP 350,000 - 500,000; Full time

Job summary

Probe CX in the Philippines is seeking a QA Analyst to review and analyze QA results, identify trends, and suggest improvements.

You will share insights with Operations, conduct root-cause analyses, and guide analysts to improve scoring accuracy and feedback delivery.

The role involves calibration sessions, periodic quality updates in weekly and monthly reviews, maintaining QA reports, and supporting client discussions.

Responsibilities

• Review and analyze QA results to identify common trends, errors, and improvement areas
• Share QA insights with Operations and support action planning based on findings
• Conduct root cause analysis and provide clear, practical recommendations
• Coach and guide QA Analysts to improve scoring accuracy and feedback delivery
• Participate in calibration sessions to ensure alignment on quality standards
• Attend Weekly and Monthly Business Review meetings as needed to share quality updates
• Maintain and update QA reports and trackers
• Support client and stakeholder discussions related to quality performance when required

Job description

Probe CX in the Philippines is seeking a QA Analyst to review and analyze QA results, identify trends, and suggest improvements.

You will share insights with Operations, conduct root-cause analyses, and guide analysts to improve scoring accuracy and feedback delivery.

The role involves calibration sessions, periodic quality updates in weekly and monthly reviews, maintaining QA reports, and supporting client discussions.