Supervisor, Quality Assurance

GC Services Limited Partnership d/b/a InteLogix; Manila; Presencial; PHP 600 000 - 960 000; Tempo integral

Resumo da oferta

InteLogix is seeking a Quality Assurance Team Lead in Manila to supervise a team of Quality Analysts across calls, chats, and emails. You will set audit targets, conduct coaching, review calibration sessions with clients, produce QA reports, and drive continuous improvement while ensuring compliance with data privacy and PCI-DSS where applicable.

Collaborate with Operations, Trainers, and client stakeholders; maintain QA scorecards; implement root-cause analysis using tools like Pareto/5 Whys;

Qualificações

• Excellent written and verbal English communication.
• Strong analytical skills with data-driven mindset.
• Advanced Excel/Google Sheets (pivot, lookups, charts).
• Familiarity with QA and CRM tools (NICE, Verint, Playvox, Salesforce, Zendesk).
• Coaching and feedback skills; drive behavior change.
• Knowledge of Six Sigma, COPC, or ISO 9001 is an advantage.

Responsabilidades

• Team leadership: supervise, schedule, and coach QA Analysts; recruit and onboard.
• Quality monitoring: audit calls, chat, and emails; calibrate scoring with client.
• Analysis and reporting: track QA scores, CSAT, NPS, and defect trends; present findings.
• Performance improvement: build coaching plans and PIPs; conduct root-cause analysis.
• Compliance and risk: ensure data privacy and PCI-DSS compliance; flag issues.
• Stakeholder management: liaise with clients and Operations; support governance meetings.

Conhecimentos

Team leadership

Quality auditing

Data analysis

Excel proficiency

Coaching skills

Quality frameworks

Formação académica

Bachelor's degree in any field

Ferramentas

NICE

Verint

Playvox

Salesforce

Zendesk

Descrição da oferta de emprego

Who we are: InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Team leadership

Supervise, schedule, and coach Quality Analysts; set daily and weekly audit targets. Conduct regular one-on-ones, performance reviews, and calibration of analyst scoring. Recruit, onboard, and develop new analysts; identify and groom future QA leaders.

Quality monitoring and evaluation

Oversee call, chat, and email audits using the approved QA scorecard and sampling plan. Personally audit a sample of interactions and review analyst evaluations for accuracy and consistency. Lead internal and client calibration sessions so scoring stays aligned with client expectations. Maintain and update QA scorecards, guidelines, and evaluation forms as programs change.

Analysis and reporting

Track and analyze quality scores, CSAT, NPS, FCR, and error trends by agent, team, and account. Prepare daily, weekly, and monthly QA reports and present findings to Operations and the client. Perform root-cause analysis on recurring defects and escalations, and recommend corrective actions.

Performance improvement

Partner with Team Leaders and Trainers to build coaching plans, refresher training, and PIPs based on QA results. Run quality improvement initiatives using tools such as Pareto, fishbone, and 5 Whys. Identify knowledge gaps and feed them into training content and process documentation.

Compliance and risk

Monitor adherence to client policies, data privacy rules (e.g., Philippine Data Privacy Act of 2012 (RA 10173), GDPR), and PCI-DSS where applicable. Flag zero-tolerance and critical errors immediately and manage the escalation process. Support client audits, business reviews, and ISO or COPC requirements.

Stakeholder management

Serve as the QA point of contact for assigned clients and join Business Reviews and governance meetings. Handle disputes on QA scores fairly and on time

QUALIFICATIONS

Education Bachelor's degree in any field; Business, Communications, or Psychology preferred.

Experience

At least 3 years of BPO or contact center experience, with 1–2 years as a Quality Analyst. At least 1 year in a supervisory or team lead role (QA team preferred). Experience with customer service, technical support, or sales accounts; multi-channel QA is a plus.

Skills

Excellent written and verbal English communication. Strong analytical skills; advanced Excel or Google Sheets (pivot tables, lookups, charts). Familiarity with QA and CRM tools such as NICE, Verint, Playvox, Salesforce, or Zendesk. Coaching and feedback skills that drive behavior change. Working knowledge of quality frameworks such as Six Sigma, COPC, or ISO 9001 is an advantage. Sound judgment, objectivity, and integrity when handling sensitive data and disputes.

As a leading provider of human capital solutions, we help our clients and their people navigate the complexity of health, wealth and HR. We combine data-driven, consumer-centered technology with personalized care and service to deliver a superior customer experience. Our dedicated colleagues across 19 global centers help 23 million people and their 11 million family members simplify work and life, both now and in the future. We are reimagining how people and organizations thrive.