Quality Team Lead: Coaching, RCA & AI-Driven Improvement

transcosmos Asia Philippines Inc.; Metro Manila; Presencial; PHP 600.000 - 1.000.000; Jornada completa

Descripción de la vacante

Transcosmos Asia Philippines Inc. is seeking a Quality Lead to head a team of Quality Analysts and Senior Associates in Metro Manila.

You will drive quality monitoring, calibration, coaching, and reporting across one or more accounts, ensuring adherence to client requirements and privacy standards. The role collaborates with Operations, Training, and Workforce Management to translate data into actionable coaching on the floor and to foster growth of analysts into future quality leaders.

Formación

• 3–5 years of Quality experience within the BPO or Contact Center industry.
• At least 1 year as a Senior Associate - Quality Analyst or equivalent senior analyst role, or prior experience leading a team.
• 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.

Responsabilidades

• Oversee daily quality operations, ensuring evaluations are accurate, timely, and aligned with client requirements and quality standards.
• Monitor quality performance, analyze trends, conduct root cause analysis (RCA), and develop action plans for performance gaps.
• 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 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 with data-driven insights and recommendations.
• Support quality improvement initiatives and drive adoption of AI-enabled quality tools.

Conocimientos

Quality leadership

Coaching

Performance analytics

Root Cause Analysis

Educación

Bachelor's degree (any related field)

Herramientas

Speech analytics

Text analytics

Descripción del empleo

Transcosmos Asia Philippines Inc. is seeking a Quality Lead to head a team of Quality Analysts and Senior Associates in Metro Manila.

You will drive quality monitoring, calibration, coaching, and reporting across one or more accounts, ensuring adherence to client requirements and privacy standards. The role collaborates with Operations, Training, and Workforce Management to translate data into actionable coaching on the floor and to foster growth of analysts into future quality leaders.