Quality Lead: Coaching, RCA & AI-Driven Quality

transcosmos Asia Philippines Inc.; Metro Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Transcosmos Asia Philippines Inc. seeks a Quality Lead to guide a team of Quality Analysts and Senior Associates across accounts, ensuring accurate monitoring, coaching, and timely reporting.

The role partners with Operations, Training, and Workforce Management to drive RCA and action plans, turning data into actionable floor-level coaching. Onsite work in Metro Manila with shifting schedules and ASAP start.

Qualifications

• 3–5 years of Quality experience in the BPO or Contact Center industry.
• At least 1 year as a Senior Associate - Quality Analyst or equivalent senior analyst role.
• Experience in quality monitoring, calibration, RCA, coaching and reporting across one or more accounts.
• Experience presenting quality findings to Operations Team Leaders or account stakeholders.
• Amenable to work onsite at Gilmore, Quezon City; Ortigas, Pasig City; and McKinley, Taguig.

Responsibilities

• Oversee daily quality operations, ensuring evaluations are accurate, timely, and aligned with client requirements and quality standards.
• Monitor quality performance, analyze trends, conduct RCA, and develop action plans to address performance gaps and drive continuous improvement.
• Collaborate with Operations, Training, and Workforce Management to address quality issues and improve agent performance.
• Facilitate internal and client calibration sessions, manage quality escalations, and ensure compliance with client requirements and data privacy standards.
• Lead, coach, and develop Quality Analysts and Senior Associates through regular feedback and performance reviews.
• Prepare quality dashboards, scorecards, and performance reports, providing data-driven insights and recommendations to the Quality Supervisor.
• Support quality improvement initiatives and drive adoption of AI-enabled quality tools.

Skills

Quality assurance

Coaching

Data analysis

Root cause analysis

Quality monitoring

Education

Bachelor's degree (any field)

Job description

Transcosmos Asia Philippines Inc. seeks a Quality Lead to guide a team of Quality Analysts and Senior Associates across accounts, ensuring accurate monitoring, coaching, and timely reporting.

The role partners with Operations, Training, and Workforce Management to drive RCA and action plans, turning data into actionable floor-level coaching. Onsite work in Metro Manila with shifting schedules and ASAP start.