Quality Assurance Lead - Makati
11 oras ang nakalipas
Paglalarawan ng trabaho
Job DescriptionJob Summary:
The Quality Assurance Lead supports quality monitoring and continuous improvement initiatives by providing actionable QA insights in close coordination with Operations.
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
Minimum Requirements
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 on a hybrid work setup at Wilcon IT Hub, Makati City
Nice To Have (Not Required)
Exposure to Power BI, Genesys, or Amazon Connect
Mga katulad na trabaho
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