Quality Assurance Team Lead - BPO

Hammerjack Pty Ltd; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a QA Leader to drive stakeholder engagement, calibration sessions, and structured change management for a BPO environment. The role emphasizes data analytics, reporting, and sampling plans to improve quality and efficiency.

You will manage a team of Quality Analysts/Specialists onsite in Clark, working a PST night shift with flexibility for demand-driven schedule adjustments. COPC or Lean Six Sigma knowledge is highly valued.

Qualifications

• Leadership of QA in a BPO environment.
• Advanced data organization and visualization skills.
• Willingness to work onsite in Clark on PST night shift.
• COPC certification or Lean Six Sigma Yellow Belt is a plus.

Responsibilities

• Stakeholder management & calibration with internal and client partners.
• Design and implement data-driven sampling and monitoring plans.
• Lead, empower and develop a QA team; ensure delivery against deadlines.

Skills

Quality leadership

Stakeholder management

Data analysis

Team leadership

Communication

Education

COPC certification

Lean Six Sigma Yellow Belt

Tools

MS Excel

Google Sheets

PowerPoint

Google Slides

Job description

Key Responsibilities

1. Stakeholder Management & Calibration

• 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.

3. Team Leadership & Dynamics

• 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