Quality Assurance Team Leader

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Supervise a team of Quality Analysts.

• Oversee transaction monitoring for new trainees and production employees.

• Conduct regular audits of assigned Quality Analysts to ensure consistency, evaluation quality, and scoring accuracy.

• Provide documented feedback highlighting strengths and areas for improvement.

• Analyze transaction and data trends within functional databases.

• Evaluate monitoring and feedback methods, developing action plans to address issues.

• Delegate tasks, organize schedules, and offer developmental feedback.

• Coach, mentor, and perform formal performance evaluations.

• Support staff in achieving their career development goals.

• Ensure effective training for positions within the designated area.

• Monitor staffing levels and turnover, recommending strategies for retention.

• Collaborate with Talent Acquisition on hiring strategies.

• Conduct research, data analysis, and performance trend reviews to identify risks and suggest improvements.

• Review quality reports and propose enhancements to client policies and procedures.

• Establish SMART goals for departmental processes.

• Design customized monitoring forms tailored to client business needs.

• Lead responses to priority or highly complex client requests within set deadlines.

• Act as a liaison with clients to address and resolve issues, including rebuttals, claims appeals, end-of-shift reports, and QA-Operations reports.

• Facilitate team meetings and operational-level client calls.

• Guide employees across departments on process updates and execution.

• Maintain professional relationships with team members and stakeholders.

• Escalate workflow or communication issues to the direct supervisor as necessary.

⛳️ Requirements

• Bachelor's degree in Business or a related field, or an equivalent trade qualification; equivalent work experience may substitute for the educational requirement.

• Minimum of one to two (1-2) years of experience on a Quality Assurance team within an outsourced services environment.

• Exceptional organizational, planning, time management, and analytical skills.

• Strong team-building, interpersonal, and communication skills.

• Ability to lead and supervise effectively in a fast-paced, rapidly changing environment while managing multiple priorities.

• Strong commercial acumen, with prior responsibility for profit or performance targets.

• High level of integrity, honesty, and sound judgment.

• Previous experience as a Team Leader in Quality within an outsourced services environment (preferred).

• Experience with data analytics, dashboard creation, and maintenance (preferred).

• Familiarity with the COPC framework (preferred).

• Knowledge of or experience with Lean Six Sigma, machine learning, or business intelligence platforms (preferred but not mandatory).

🏝️ Benefits

• Competitive Compensation.

• Company-Provided Equipment.

• Retirement Savings Program.

• Life Insurance Coverage.

• HMO activated starting on your very first day.

• Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second (1) dependent added after one year of service.

• Paid Time Off & Birthday Leave.