Quality Assurance Team Leader

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

📋 Description

• Supervise a group of Quality Analysts.

• Monitor transactions for new trainees and production staff.

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

• Provide documented feedback highlighting strengths and areas for development.

• Analyze transaction and data trends within functional databases.

• Evaluate monitoring and feedback techniques and create action plans to address issues.

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

• Coach, mentor, and perform formal performance evaluations.

• Support career development initiatives and ensure effective training practices.

• Keep track of staffing levels and turnover rates, recommending strategies for retention.

• Collaborate with Talent Acquisition on recruitment strategies.

• Conduct research, perform data analysis, and review performance trends to identify risks and enhance Quality Analyst performance.

• Analyze quality reports and suggest improvements to client policies and procedures.

• Establish SMART goals for departmental processes and adjust procedures as necessary.

• Develop customized monitoring forms tailored to client business needs.

• Lead responses to urgent or complex client inquiries within set deadlines.

• Engage with clients to review and address rebuttals, claims appeals, end-of-shift reports, and other QA-Operations documentation.

• Facilitate team meetings and operational-level client calls.

• Guide employees from various departments on updates to processes and their execution.

• Maintain professional relationships with team members and stakeholders, escalating workflow or communication challenges as needed.

⛳️ Requirements

• A Bachelor's degree in Business or a related discipline, or an equivalent trade qualification, with relevant work experience potentially substituting for educational requirements.

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

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

• Strong abilities in team-building, interpersonal relations, and communication.

• Capability to lead and supervise effectively in a fast-paced, dynamic environment while juggling multiple priorities.

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

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

• Previous experience as a Team Leader in Quality within an outsourced services environment is a plus.

• Familiarity with data analytics, dashboard creation, and maintenance.

• Knowledge of the COPC framework.

• Experience with Lean Six Sigma, machine learning, or business intelligence platforms is preferred but not mandatory.

🏝️ Benefits

• Competitive Compensation.

• Company-Provided Equipment.

• Retirement Savings Program.

• Life Insurance Coverage.

• HMO activated from your very first day.

• Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second (2) dependent added after one year of service.

• Paid Time Off & Birthday Leave.