Job description
Join Sagility as a Quality Lead (PHRN) and steer quality performance, compliance, and process improvement across our contact center operations. You will lead a team of quality analysts, drive calibration and QA programs, and ensure service levels are met while delivering measurable business impact for client partners. This role demands strategic thinking, data-driven decision making, and a passion for coaching teams to excellence. Based in Quezon City, you will partner with operations, training, and IT to design and implement scalable QA frameworks, optimize processes, and sustain a culture of quality for a leading global services provider.
As a Quality Lead, you will influence customer experience by standardizing QA practices, implementing actionable scorecards, and presenting insights that drive performance improvements. You will collaborate with clients and internal teams to ensure adherence to regulatory and client-specific requirements, while fostering a culture of continuous learning and professional growth. This is a high-impact leadership role ideal for hands-on professionals who combine technical QA expertise with strong people leadership to elevate performance across multiple client programs.
Responsibility
- Lead the quality assurance program across contact center operations to ensure adherence to SLAs and client expectations.
- Develop, implement, and maintain QA scorecards, calibration processes, and root-cause analysis workflows.
- Monitor key performance indicators (KPIs) and generate actionable insights to drive continuous improvement.
- Coach, mentor, and develop Quality Analysts; recruit, onboard, and manage performance conversations.
- Partner with Operations, Training, and IT to optimize tools, processes, and performance dashboards.
- Lead process improvement projects, standardize QA practices, and ensure compliance with regulatory standards.
- Manage audits, risk mitigation, and client-specific quality requirements.
- Collaborate with clients and internal stakeholders to deliver high-quality customer experiences across programs.
Qualification
- Bachelor's degree in a related field or equivalent work experience.
- 5+ years of quality assurance experience within BPO/contact center environments, with prior leadership responsibilities.
- Strong knowledge of QA methodologies, calibration, speech analytics, data-driven decision making, and ROOT-CAUSE analysis.
- Proven ability to lead and develop teams, coach performance, and manage talent pipelines.
- Experience with SLA management, KPI tracking, and performance dashboard creation.
- Familiarity with Lean Six Sigma or other process improvement frameworks; relevant certifications are a plus.
- Excellent communication, stakeholder management, and ability to influence cross-functional teams.
- Ability to thrive in a fast-paced environment and work effectively with remote and on-site teams in Manila.