Quality Assurance Team Lead - BPO

TP; Pampanga; On-site; PHP 90,000 - 130,000; Full time

Job summary

TP is seeking a Quality Assurance leader to drive QA functions, calibration sessions, and stakeholder management within a BPO setting. The role emphasizes data-driven quality improvements, on-site collaboration in Clark, and alignment with client standards.

You will lead a team of QA professionals, utilize MS Excel/Google Sheets for analytics, and coordinate with Operations, Trainers, and SMEs to ensure high proficiency and adherence to processes.

Qualifications

• Lead QA functions, drive calibration sessions, and manage stakeholder relationships in a BPO setup.
• Advanced data organization and visualization using MS Excel/PowerPoint and Google Sheets/Slides.
• Willingness to work onsite in Clark on PST night shift, with schedule flexibility.

Responsibilities

• Maintain high engagement with Operations leaders and external Client partners.
• Lead calibration sessions across QAs, Operations, Trainers, and SMEs for alignment with client standards.
• Implement structured change management for seamless operational transitions.
• Design and execute data-driven sampling and monitoring plans aligned with account scale and risk areas.
• Analyze quality trends, generate actionable insights, and present findings to executive leadership.

Skills

Quality leadership

Stakeholder management

Data analysis

Process improvement

Tools

MS Excel

PowerPoint

Google Sheets

Google Slides

Job description

• Maintain high engagement and collaborative rigor with internal Operations leaders and external Client partners.
• Lead and facilitate robust calibration sessions across QAs, Operations, Trainers, and SMEs to ensure high alignment rates with client standards.
• Implement structured change management strategies to ensure seamless operational transitions.

2. Data Analytics, Reporting & Sampling Plans

• Design and execute data-driven sampling and monitoring plans aligned with account scale and risk areas.
• Analyze quality trends, generate actionable insights, and present findings to executive leadership using advanced tools (Google Sheets/Slides, MS Excel/PowerPoint).
• Leverage data to accelerate time-to-proficiency across the line during onboarding and transition periods.
• Directly manage, empower, and build resilience within a team of Quality Analysts/Specialists.
• Balance human-centric leadership with strict operational accountability and clear deliverable tracking.
• Apply time management frameworks to ensure both client-level and program-level goals are consistently met.

Qualifications & Requirements

• Quality Leadership Experience: Proven background leading QA functions, driving calibration sessions, and managing stakeholder relationships in a BPO setup.
• Data Proficiency: Advanced skills in data organization and visualization (MS Excel, PowerPoint, Google Sheets, Google Slides). Strong proficiency is required.
• Work Setup & Schedule: Must be willing to work onsite in Clark on a PST (Night Shift) schedule, with flexibility for schedule changes based on business demands.
• Methodologies (Advantage): COPC certification and/or Lean Six Sigma (Yellow Belt or higher) training/projects implemented is a strong plus