Quality Assurance Lead

Job Description

Job Summary:

The Quality Assurance Lead supports quality monitoring and continuous improvement initiatives by providing actionable QA insights in close coordination with Operations. This role focuses on day-to-day quality analysis, coaching QA Analysts, and supporting action planning to improve overall performance.

Key Responsibilities

• Review and analyze QA results to identify common trends, errors, and improvement areas
• Share QA insights with Operations and support action planning based on findings
• Conduct root cause analysis and provide clear, practical recommendations
• Coach and guide QA Analysts to improve scoring accuracy and feedback delivery
• Participate in calibration sessions to ensure alignment on quality standards
• Attend Weekly and Monthly Business Review meetings as needed to share quality updates
• Maintain and update QA reports and trackers
• Support client and stakeholder discussions related to quality performance when required
  
  

• College graduate (any field)
• At least 2 years of experience as a QA Lead or Senior QA Analyst in the BPO industry
• Working knowledge of root cause analysis, error detection, and SBI feedback
• Comfortable working with data and following established metrics and reports
• Detail-oriented with good pattern recognition and problem-solving skills
• Able to work independently and adapt to changing priorities
• Clear and effective written and verbal communication skills
• Willing to work onsite at Wilcon IT Hub, Makati City
  
  

• Exposure to Power BI, Genesys, or Amazon Connect