Quality Team Lead - Coaching, Audits & Process Improvement

IGT Technologies Philippines Inc.; Muntinlupa; On-site; PHP 400,000 - 700,000; Full time

Job summary

IGT Technologies Philippines Inc. is seeking a proactive Quality Assurance lead to coach a team of analysts, enforce QMS, and drive continuous improvement to meet SLAs.

You will conduct audits, mentor staff, lead calibration sessions, and report KPIs daily, weekly, and monthly while coordinating with floor operations and management.

The role focuses on reducing errors, optimizing processes, and ensuring excellent client outcomes in a fast-paced BPO environment.

Qualifications

• 3+ years of total work experience in a BPO or call center environment.
• 1–3 years in Quality Assurance or supervisory/team lead roles handling sales accounts.

Responsibilities

• Lead, coach, and monitor a team of quality analysts; enforce QMS and SLAs.
• Conduct quality audits and ensure compliance with QMS.
• Provide regular 1-on-1 feedback, performance reviews, and targeted coaching.
• Organize calibration sessions with internal teams and clients for scoring consistency.
• Track KPIs and KRAs; generate daily, weekly, and monthly reports.
• Identify CAPA, drive process improvements and optimization.
• Escalate quality issues and coordinate with floor operations and upper management.
• Manage attendance, scheduling, grievances, and training for new hires.

Skills

Strong analytical

Data interpretation

English communication

Education

College graduate or undergraduate

Tools

Excel

Job description

IGT Technologies Philippines Inc. is seeking a proactive Quality Assurance lead to coach a team of analysts, enforce QMS, and drive continuous improvement to meet SLAs.

You will conduct audits, mentor staff, lead calibration sessions, and report KPIs daily, weekly, and monthly while coordinating with floor operations and management.

The role focuses on reducing errors, optimizing processes, and ensuring excellent client outcomes in a fast-paced BPO environment.