Quality Assurance & Performance Improvement Lead

Tap Growth ai; Bacolod; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Tap Growth ai is seeking a Senior QA Leader to design and drive the end-to-end quality assurance program for our call center operations in the Philippines. You will define scorecards, monitoring processes, and compliance standards to raise CSAT and SLAs while aligning with our strategic objectives.

You will mentor a team of QA managers, team leads, and analysts, manage performance, calibrate evaluators, and collaborate with Operations, Training, and IT to implement corrective actions and

Qualifications

• Experience in managing Quality Processes, Business Transformation, and/or Project Management.

Responsibilities

• Design, implement, and refine the end-to-end QA program, including scorecards, monitoring processes, and compliance standards.

Skills

Quality assurance

Business transformation

Project management

Team leadership

Cross-geography management

Six Sigma Greenbelt

COPC training

Communication

Presentation skills

Writing & reporting

Data analysis

Job description

Tap Growth ai is seeking a Senior QA Leader to design and drive the end-to-end quality assurance program for our call center operations in the Philippines. You will define scorecards, monitoring processes, and compliance standards to raise CSAT and SLAs while aligning with our strategic objectives.

You will mentor a team of QA managers, team leads, and analysts, manage performance, calibrate evaluators, and collaborate with Operations, Training, and IT to implement corrective actions and