Team Leader - Quality (BPO)

Atain; Muntinlupa; On-site; PHP 420,000 - 640,000; Full time

Job summary

Atain is seeking a Quality Assurance Lead in Metro Manila to head a team of quality analysts, enforcing the Quality Management System and driving continuous improvement. The role focuses on aligning daily output with SLAs and regulatory standards.

You will conduct audits, coach team members, calibrate scoring with clients, track KPIs, and report performance daily, weekly, and monthly. Collaboration with operations and management is essential, along with people management and training.

Qualifications

• 3+ years of total work experience in a BPO or call center environment.
• 1 to 3 years of specific experience in Quality Assurance (handling Sales) or supervisory roles.
• Strong analytical and data interpretation skills.
• Excellent verbal and written communication in English.

Responsibilities

• Lead, coach, and monitor a team of quality analysts or specialists.
• Enforce Quality Management Systems (QMS) and drive continuous improvement.
• Align daily output with SLAs or regulatory standards.
• Conduct audits, process checks, and ensure adherence to QMS.
• Track KPIs/KRAs and generate daily, weekly, and monthly reports.
• Identify gaps, implement CAPA, and propose process improvements.
• Collaborate with floor operations and upper management on updates.

Skills

Quality Assurance

Leadership

Excel & Reporting

English Communication

BPO Experience

Education

College Graduate or College Undergraduate

Tools

Excel

Reporting Tools

Job description

To lead, coach, and monitor a team of quality analysts or specialists, enforce quality management systems (QMS), drive continuous improvement, and align daily output with Service Level Agreements (SLAs) or regulatory standards.

Key Responsibilities:

• Quality Audits & Compliance: Conduct and review transaction audits, process checks, and adherence to Quality Management Systems (QMS).
• Team Coaching & Mentoring: Provide regular 1-on-1 feedback, performance reviews, and targeted coaching to minimize errors and improve team metrics.
• Calibration & Standards: Organize and lead calibration sessions with internal teams and clients to ensure scoring consistency.
• Reporting & Tracking: Track Key Performance Indicators (KPIs) and Key Result Areas (KRAs), generating daily, weekly, and monthly performance reports.
• Process Optimization: Identify performance gaps, execute Corrective and Preventive Actions (CAPA), and recommend process improvements.
• Stakeholder Collaboration: Act as the main escalation point for quality issues and communicate updates between floor operations and upper management.
• People Management: Manage team attendance, scheduling, grievance handling, and training for new hires.

QUALIFICATIONS:

• College Graduate or College Undergraduate of any course
• 3+ years of total work experience in a BPO or call center environment.
• 1 to 3 years of specific experience in Quality Assurance (handling Sales) or supervisory/team lead roles.

SKILLS:

• Strong analytical and data interpretation skills (proficient in Excel, reporting tools, and root-cause analysis).
• Excellent verbal and written communication skills in English.
• Familiarity with BPO metrics, quality scorecards, and shifting/rotational schedules.