Quality Assurance Team Leader

ProbeGroup Philippines Inc.; Taguig; On-site; PHP 360,000 - 600,000; Full time

Job summary

Probe Group Philippines Inc. is seeking a detail-oriented QA Analyst to help improve customer experiences across multiple client projects. You will review QA results, identify trends, and drive practical improvements with clear recommendations.

You'll coach QA Analysts, participate in calibration sessions, and share quality updates with Operations and stakeholders. This role supports ongoing conversations that shape service quality and performance metrics.

Qualifications

• Review QA results to identify trends, errors, and improvement areas.
• Share QA insights with Operations and support action planning based on findings.
• Conduct root cause analysis and provide clear, practical recommendations.
• Coach and guide QA Analysts to improve scoring accuracy and feedback delivery.

Responsibilities

• Attend calibration sessions to ensure alignment on quality standards.
• Maintain and update QA reports and trackers.
• Support client and stakeholder discussions related to quality performance when required.

Skills

QA analysis

Root cause analysis

Coaching

Tools

QA dashboards

Job description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific and Asia, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Responsibilities

• Review and analyze QA results to identify common trends, errors, and improvement areas
• Share QA insights with Operations and support action planning based on findings
• Conduct root cause analysis and provide clear, practical recommendations
• Coach and guide QA Analysts to improve scoring accuracy and feedback delivery
• Participate in calibration sessions to ensure alignment on quality standards
• Attend Weekly and Monthly Business Review meetings as needed to share quality updates
• Maintain and update QA reports and trackers
• Support client and stakeholder discussions related to quality performance when required

Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.