Team Leader - Quality (BPO Sales)

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

JOB PURPOSE:

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 account) 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.