Quality Assurance Team Lead - Data & Insights

SupportNinja; Pampanga; On-site; PHP 400,000 - 700,000; Full time

Benefits offered by this job

Day 1 Health Coverage

Free Dependent Coverage

Life Insurance

Retirement Savings Program with match

Free Meals

Job summary

SupportNinja is seeking a Service Quality Supervisor to lead a team of Quality Analysts, oversee transaction monitoring, audits, and performance feedback to ensure client goals are met. This role coaches analysts, drives process improvements, and serves as a liaison across Quality, Operations, and clients.

The candidate will manage scheduling, training, and development, ensuring adherence to quality standards while aligning with business needs and client expectations.

Qualifications

• Bachelor's degree in Business or related field, or equivalent trade qualification.
• At least 1 year of experience on a Quality Assurance team within an outsourced services environment.
• Strong organizational, planning, time management, and analytical capabilities; good leadership, interpersonal, and communication skills.
• High integrity, sound judgment, and understanding of commercial targets and performance.

Responsibilities

• Oversee transaction monitoring, quality audits, and performance feedback to meet client goals.
• Coach and develop Quality Analysts, drive process improvements, and liaise with Quality, Operations, and clients.
• Lead team meetings and client calls; collaborate with Talent Acquisition on hiring strategies.
• Review data trends, analyze monitoring methods, and set SMART department goals.

Skills

Organizational skills

Planning

Time management

Analytical skills

Team leadership

Interpersonal skills

Communication skills

Education

Bachelor's degree in Business

Equivalent trade qualification

Tools

COPC framework

Lean Six Sigma

Business intelligence platforms

Data analytics tools

Job description

SupportNinja is seeking a Service Quality Supervisor to lead a team of Quality Analysts, oversee transaction monitoring, audits, and performance feedback to ensure client goals are met. This role coaches analysts, drives process improvements, and serves as a liaison across Quality, Operations, and clients.

The candidate will manage scheduling, training, and development, ensuring adherence to quality standards while aligning with business needs and client expectations.