Quality Assurance Team Lead - Data-Driven Excellence

SupportNinja; Pampanga; On-site; PHP 558,000 - 893,000; Full time

Benefits offered by this job

Competitive compensation

Day-1 HMO coverage

Free dependent coverage

Financial wellness & security

Job summary

SupportNinja in the Philippines is seeking a Service Quality Supervisor to lead a team of Quality Analysts, oversee monitoring and audits, and drive improvements for client satisfaction. The role emphasizes coaching, data insights, and collaboration across Quality and Operations to resolve issues and optimize processes.

The onsite position in Pampanga requires a candidate with a solid QA background, leadership skills, and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Bachelor's degree in Business or related field, or equivalent experience.
• At least 1 year of experience on a Quality Assurance team in outsourced services.
• Strong organizational, planning, time management, and analytical abilities; teamwork and communication skills.

Responsibilities

• Oversee transaction monitoring, quality audits, and performance feedback to meet client goals.
• Supervise a team of Quality Analysts, coordinating schedules and development feedback.
• Serve as the liaison with clients to resolve issues and coordinate with Operations.
• Analyze data trends and drive continuous improvement initiatives.

Skills

Organizational skills

Analytical skills

Team leadership

Communication

Education

Bachelor's degree in Business or related field

Tools

COPC framework

Lean Six Sigma

Data analytics

Business intelligence platforms

Job description

SupportNinja in the Philippines is seeking a Service Quality Supervisor to lead a team of Quality Analysts, oversee monitoring and audits, and drive improvements for client satisfaction. The role emphasizes coaching, data insights, and collaboration across Quality and Operations to resolve issues and optimize processes.

The onsite position in Pampanga requires a candidate with a solid QA background, leadership skills, and the ability to manage multiple priorities in a fast-paced environment.