Quality Assurance Team Leader

Bernales & Associates; Philippines; On-site; PHP 420,000 - 700,000; Full time

Job summary

Bernales & Associates, a trusted BPO leader, seeks a Quality Assurance Team Leader to guide the QA team for a collections account. You will own call monitoring, scoring accuracy, coaching, and compliance reporting for the program.

Responsibilities include supervising QA staff, maintaining scorecards, calibration with cross-functional teams, and delivering regular QA reports to leadership and clients. On-site with travel to branches as needed, this role emphasizes coaching and process improvement.

Qualifications

• College graduate, any course.
• 2–3 years of Quality Lead experience and at least 4 years as a Quality Analyst in a BPO setting; collections background preferred.
• Working knowledge of collections processes and compliance standards.
• Strong analytical, coaching, and people-management skills.
• Proficient in MS Excel/PowerPoint and QA reporting tools.
• Comfortable working on-site and traveling across branches as needed.

Responsibilities

• Supervise QA Analysts/Specialists monitoring calls and accounts.
• Build and maintain scorecards, forms, and calibration standards per client/regulatory requirements.
• Run calibration sessions with Operations, Training, and Compliance.
• Analyze QA trends; report coaching needs, process gaps, and compliance risks to leadership.
• Coach Operations Team Leaders on agent performance improvement.
• Review escalated disputes and high-risk/compliance-flagged calls.
• Submit QA performance reports to management and client.
• Meet QA audit sampling and coverage targets.
• Support training on quality standards for new hires and refreshers.
• Track regulatory and client policy updates; cascade to team.
• Manage team schedules, evaluations, and coaching documentation.

Skills

Analytical skills

Coaching

People management

QA reporting

MS Excel

MS PowerPoint

On-site work

Education

College degree

Tools

MS Excel

PowerPoint

QA tooling

Job description

Bernales & Associates is a trusted industry leader in BPO services with over 25 years of experience, offering stable day-shift careers across the nation. The company provides DOLE-compliant employment, structured training programs, and strong employee engagement initiatives that support professional development. Team members benefit from performance-based incentives and clear pathways for long-term career growth. Bernales & Associates promotes a workplace culture where stability, opportunity, and continuous improvement come together to help individuals build sustainable careers.

Role Description

Bernales & Associates is hiring a Quality Assurance Team Leader to leads the QA team for a collections BPO account. Owns call/account monitoring, scoring accuracy, coaching, and compliance reporting for the program.

Key Responsibilities

• Supervise QA Analysts/Specialists monitoring collector-agent calls and accounts.
• Build and maintain scorecards, monitoring forms, and calibration standards per client/regulatory requirements.
• Run calibration sessions with Operations, Training, and Compliance.
• Analyze QA trends; report coaching needs, process gaps, and compliance risks to leadership.
• Coach Operations Team Leaders/Supervisors on agent performance improvement.
• Review escalated disputes and high-risk/compliance-flagged calls.
• Submit QA performance reports (daily/weekly/monthly) to management and client.
• Meet QA audit sampling and coverage targets.
• Support training on quality standards for new hires and refreshers.
• Track regulatory and client policy updates; cascade to team.
• Manage team schedules, evaluations, and coaching documentation.

Qualifications

• College graduate, any course.
• Should have at least 2-3 years of Quality Lead experience and has been a Quality Analyst for at least 4 years in a BPO setting.; collections background preferred.
• Working knowledge of collections processes and compliance standards.
• Strong analytical, coaching, and people-management skills.
• Proficient in MS Excel/PowerPoint and QA reporting tools.
• Comfortable working on-site and traveling across company branches as needed.
• Amenable to work onsite at Marikina Headquarters and/or QC Office.