Quality Assurance Lead — Telco Ops & Process Improvement

TP Systems; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

TP Systems seeks a highly driven Quality Assurance Assistant Manager to lead quality initiatives across a Telecommunications campaign. The role centers on QA operations, calibration sessions, and driving process improvements to deliver exceptional customer experiences.

The ideal candidate has 3–5 years in QA within a BPO environment, including 1–2 years in a supervisory role, with strong analytical and stakeholder management skills.

Qualifications

• Bachelor's degree required.
• 3–5 years QA experience in a BPO environment.
• 1–2 years in a supervisory/leadership role.
• Strong background in Telecommunications (Telco) accounts.
• Excellent analytical, problem-solving, and reporting skills.

Responsibilities

• Manage QA operations for Telco program and ensure client and company standards compliance.
• Lead a team of Quality Analysts with coaching, mentoring and performance management.
• Conduct quality calibrations, audits, and trend analyses to identify gaps and improvements.
• Develop and implement quality frameworks, scorecards, and monitoring processes.
• Collaborate with Operations, Training, and Client Services to drive improvements.
• Analyze performance metrics and generate actionable insights to improve CX and KPIs.
• Present quality reviews and recommendations to stakeholders and clients.
• Ensure adherence to regulatory requirements and service standards.
• Drive root cause analysis and corrective action plans.
• Support client visits and quality-related projects as needed.

Skills

Analytical thinking

Problem solving

Reporting skills

Communication

Stakeholder management

Multitasking

Education

Bachelor's Degree

Tools

Microsoft Excel

PowerPoint

Quality management tools

Job description

TP Systems seeks a highly driven Quality Assurance Assistant Manager to lead quality initiatives across a Telecommunications campaign. The role centers on QA operations, calibration sessions, and driving process improvements to deliver exceptional customer experiences.

The ideal candidate has 3–5 years in QA within a BPO environment, including 1–2 years in a supervisory role, with strong analytical and stakeholder management skills.