Quality Assurance Team Lead - BPO | Lean Six Sigma

Infosys BPM Philippines; Taguig; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Infosys BPM Philippines is seeking a Quality Assurance Team Lead for BGC Taguig. The role focuses on leading quality initiatives, managing processes, and driving continuous improvement across engagements.

The ideal candidate has 4–5 years in BPO QA, at least 2 years in leadership, and holds Six Sigma Green Belt/Lean ISO certifications. Onsite work at BGC Taguig with strong stakeholder management is required.

Qualifications

• Bachelor's degree in any field.
• Leadership experience in quality dept in a shared service or BPO environment.
• Minimum of 4 to 5 years in the BPO industry and within the quality assurance team.
• Must have at least 2 years of leadership experience.
• Excellent interpersonal, communication and analytical skills.
• Six Sigma Green Belt, Lean certification and/or ISO is required.
• Ability to multi-task in a fast-paced environment and willingness to work onsite in BGC Taguig.

Responsibilities

• Financial Assessments and revenue health.
• Process Management - Ensure adherence to Quality framework and deploy for new ramp ups; identify internal pain areas and build robust controls.
• Process Control & Verification - Deploy and monitor process verification methods and establish quality measurement methods to improve scores.
• Client Management Relationship - Provide quality specific performance reports and conduct root cause analysis on customer complaints.
• Process Institutionalization - Conduct engagement-specific verification audits to identify gaps in QMS and ensure closure of corrective actions.
• Change Management - Address issues at engagement level while implementing changes and ensure sustained adoption.
• Process Excellence - Drive opportunities for productivity improvements and lead small/medium projects with measurable benefits for Finance/clients.
• Metric Management - Monitor SLA performance and drive data visualization.
• Talent management - Conduct quality trainings and provide appraisal feedback to direct reports.
• Benchmarking and Best Practice Sharing - Deploy best practices across engagements and share at DC/Vertical level.
• Risk Management - Identify risks and drive de-risking actions.

Skills

Quality Leadership

BPO Quality

Leadership Experience

Education

Bachelor's degree

Tools

ISO standards

Job description

Infosys BPM Philippines is seeking a Quality Assurance Team Lead for BGC Taguig. The role focuses on leading quality initiatives, managing processes, and driving continuous improvement across engagements.

The ideal candidate has 4–5 years in BPO QA, at least 2 years in leadership, and holds Six Sigma Green Belt/Lean ISO certifications. Onsite work at BGC Taguig with strong stakeholder management is required.