QA Team Lead

Datamatics Careers- Philippines


Date: 3 days ago
City: Cebu City
Contract type: Full time
Key Responsibilities:

  • Perform day-to-day QA evaluations and all related processes, ensuring alignment with quality standards and business goals.
  • Act as backup for the QA Manager for Business Continuity purposes.
  • Deliver insights and process recommendations based on QA findings; work closely with Operations to communicate trends and corrective actions.
  • Support and facilitate Triad Coaching and GROW-based Coaching for frontline leaders and agents.
  • Lead, coach, and develop a team of QA Analysts, fostering a culture of continuous improvement.
  • Organize and lead internal and external calibrations, ensuring all QA parameters are clearly defined and consistently applied.
  • Track coaching completions, and manage the safekeeping of coaching logs and documentation.
  • Design and implement quality assurance strategies aligned with contact center goals.
  • Monitor key KPIs such as AHT, FCR, and CSAT; provide regular performance reports with insights and recommendations.
  • Maintain accurate documentation of QA evaluations, coaching sessions, calibrations, and performance data.
  • Promote continuous learning through training programs, short courses, certifications, or industry events for QA Analysts.


Qualifications:

  • At least college level
  • Minimum of 35 years of QA experience in a call center or BPO environment, with at least 12 years in a senior or supervisory QA role.
  • Strong knowledge of call center metrics, coaching methodologies (Triad, GROW), and QA best practices.
  • Excellent verbal and written communication skills.
  • Strong leadership, collaboration, and organizational skills.
  • Analytical mindset with the ability to turn data into actionable insight.
  • Proficiency in QA tools, CRM systems, and reporting software.
  • Six Sigma (Yellow Belt, Green Belt, or higher)
  • COPC Certification ( plus but not a requirement )
  • Coaching certifications ( plus but not a requirement )

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