1,414 Quality Lead jobs in the Philippines

Responsibilities:

· Drive process improvement and other quality tools for process performance measurement and standardization

· Ensure Process compliance

· Mentor and lead the quality team

· Plan for effective resource utilization and process target alignment

· Drive and track process parameters critical to quality and process

· Adopting best practices, ensuring meeting of SLA's

· Contribute to the development of the short and long term goals of the process

· Ensure client quality targets are met & exceeded

· Driving quality initiatives in the team

Requirements:

· Experience in BPO transactional quality is required

· Experience in BPO Sales account is required

· Undergraduates/Graduates - Any discipline

· 3-4 years of experience relevant experience

· Excellent written and verbal communication

· Excellent people management, man management skills

· Strong interpersonal and influencing abilities

· Good process management skills · Able to think strategically, and develop business plans

· Able to work in terms of business opportunities, growth, revenue

· Excellent skills on Excel/Quality Tools / Data Analysis / Analytical Skills / Reporting

· The candidate should have excellent problem solving capabilities and lateral thinking skills

We are seeking a tactical and analytical Training & Quality Lead to lead our Quality Assurance (QA) and Training functions across all customer service channels and verticals. This role will be responsible for improving QA efficiency, streamlining processes, and driving high-impact training initiatives to enhance agent performance and customer satisfaction.

You will manage a diverse team of QAs, trainers and process specialist (around 15FTE) and work closely with stakeholders to ensure we focus on what truly matters: agent effectiveness, intelligent prioritization of QA efforts, and continuous learning.

Key Responsibilities

• Lead and manage a team of 7 QA analysts, 4 trainers and 2 process analysts.
• Create a structured overview of QA responsibilities and propose improvements for the way of working and division of tickets by channel, vertical, and project.
• Improve reporting quality with clear, actionable insights to establish handover processes to training teams, ensuring that key insights from QA translate into training initiatives.

• Deliver high-level reports showing top QA mistakes and outline corrective actions to share with stakeholders.

• Analyze ticket trends and define areas for prevention and efficiency and act upon these areas.

• Develop an improved strategic training overview: overview of types of training, delivery methods, and timing (e.g., blogs, location-based, remote).

• Innovate training methods to improve retention and engagement.
• Recommend or design tooling/automation solutions to improve efficiency of QA workflows and trainings processes.

Qualifications & Experience

• 10+ years in QA, Training, or Process Improvement roles, ideally within customer service or operations.
• Experience managing QA or training teams, with strong leadership and coaching skills.
• Strong analytical skills and comfort with tools (Excel, QA software, reporting dashboards).
• Proven ability to create efficient processes and reduce inefficiencies.
• Excellent communicator – able to translate insights into action and influence stakeholders.
• Experience with automation, ticketing systems, or AI-based QA tools is a strong plus.

Bonus Skills (Nice to Have)

• Experience with tools or platforms for QA automation or ticket selection logic.
• Background in customer success metrics and stakeholder engagement strategies.
• Familiarity with LMS systems or digital training design tools.

Job Description

• Oversee the Process Specialists and Trainers, ensuring alignment with company goals and objectives.
• Lead the creation, design, documentation, evaluation, and updating of customer service processes. Ensure all processes are data-driven and aligned with business goals.
• Develop and implement training programs for all customer service employees, including BPO trainers, in-house agents, and freelancers etc.
• Work closely with other departments to translate company-wide process goals into actionable customer service strategies.
• Identify areas for process and training improvements, present data-driven findings, and implement recommendations.
• Ensure all customer service knowledge is accurately maintained and accessible via the Agent Knowledgebase.
• Monitor and analyze key performance indicators (KPIs) related to customer service processes and training effectiveness.

Key Responsibilities

• Lead and manage a team of 7 QA analysts, 4 trainers and 2 process analysts.
• Create a structured overview of QA responsibilities and propose improvements for the way of working and division of tickets by channel, vertical, and project.
• Improve reporting quality with clear, actionable insights to establish handover processes to training teams, ensuring that key insights from QA translate into training initiatives.
• Deliver high-level reports showing top QA mistakes and outline corrective actions to share with stakeholders.
• Analyze ticket trends and define areas for prevention and efficiency and act upon these areas.
• Develop an improved strategic training overview: overview of types of training, delivery methods, and timing (e.g., blogs, location-based, remote).
• Innovate training methods to improve retention and engagement.
• Recommend or design tooling/automation solutions to improve efficiency of QA workflows and trainings processes.

Qualifications & Experience

• 10+ years in QA, Training, or Process Improvement roles, ideally within customer service or operations.
• Experience managing QA or training teams, with strong leadership and coaching skills.
• Strong analytical skills and comfort with tools (Excel, QA software, reporting dashboards).
• Proven ability to create efficient processes and reduce inefficiencies.
• Excellent communicator – able to translate insights into action and influence stakeholders.
• Experience with automation, ticketing systems, or AI-based QA tools is a strong plus.

Bonus Skills (Nice to Have)

• Experience with tools or platforms for QA automation or ticket selection logic.
• Background in customer success metrics and stakeholder engagement strategies.
• Familiarity with LMS systems or digital training design tools.

If you are a detail-oriented and proactive leader with a passion for optimizing customer service processes and training programs, we encourage you to apply for the position of Lead Process and Training. Please submit your resume and cover letter detailing your relevant experience.

Position Summary

The Training and Quality Lead – Customer Excellence is responsible for driving performance excellence by ensuring frontline teams are well-equipped through effective training programs and quality assurance practices. This role will support our Customer Service, Billing, and Collections teams by developing learning content, delivering training sessions, monitoring service quality, and recommending improvements to elevate the customer experience.

Key Responsibilities:

Training & Development

• Design, develop, and deliver training programs for new hires and tenured staff across Customer Service, Billing, and Collections.
• Maintain and update training content, process documentation, and knowledge base articles in alignment with current policies and system updates.
• Collaborate with operations leaders and subject matter experts to identify training needs, performance gaps, and process changes.
• Conduct coaching sessions, refresher training, and upskilling workshops to drive individual and team capability.

Quality Assurance

• Implement and maintain quality monitoring frameworks and scorecards tailored for customer support, billing inquiries, and collections interactions.
• Perform regular audits of calls, emails, and cases to assess service quality, compliance, and customer handling standards.
• Analyze QA results to identify trends, root causes, and opportunities for coaching or process improvement.
• Conduct calibration sessions with team leaders and supervisors to ensure evaluation consistency and fairness.

Performance & Process Improvement

• Partner with Customer Excellence leadership to define performance standards and quality KPIs.
• Provide actionable insights and recommendations to enhance service quality and operational efficiency.
• Support the rollout of new tools, systems, and processes through effective change training and communication.
• Drive continuous improvement initiatives in alignment with customer satisfaction, compliance, and productivity goals.

Qualifications

• Bachelor's degree in Business, Communications, Education, or related field (or equivalent work experience).
• 3–5 years of experience in Training and/or Quality Assurance roles within a customer service or shared services environment.
• Strong understanding of customer service workflows, billing processes, and collections handling preferred.
• Experience creating learning materials and using Learning Management Systems (LMS).
• Familiarity with quality tools and performance management systems.
• Excellent facilitation, communication, and interpersonal skills.
• Strong analytical skills and attention to detail.

Preferred Qualifications

• Experience working in a BPO, shared service, or global support model.
• Familiarity with Iron Mountain systems such as Salesforce, Oracle, or GetPaid is a plus.
• Exposure to continuous improvement frameworks (e.g., Lean, Six Sigma) is an advantage.

What You'll Gain

• A chance to make meaningful impact on customer experience across mission-critical services
• Opportunities for growth and collaboration in a global, values-driven organization
• Competitive compensation and comprehensive benefits
• A diverse and inclusive workplace that embraces innovation and excellence

Iron Mountain is an Equal Opportunity Employer. We value diversity and are committed to fostering an inclusive environment for all employees.

Job ID: 2973

Location: Taguig

Company: Aboitiz Power Corporation

Department: AP DU Customer Experience

Employment Type: Regular

Work Arrangement: Hybrid

Mission
The CX Quality Lead sets the standards for Customer Experience, and takes the lead on discovering new ways to raise these standards by looking at the quality of interactions within the end-to-end customer journey. S/he ensures that these standards are implemented across AP DU and are evaluated regularly and efficiently.

In support of the over-all Customer Experience strategy, s/he acts as a CX ambassador and champions effective cross-functional collaboration and training to support initiatives that would drive over-all AP DU to deliver experiences that exceed customer expectations.

Responsibilities
Customer Journey Management

• Identifies the customer needs within the end-to-end customer journey, using data and market insights, and uses these to build and raise standards that provide customer experiences exceeding expectations
• Ensures that customer interactions are evaluated effectively and quantitatively by performing routine checks and calibration through Voice of the Customer Programs
• Owns and maintains documentation for the Customer Journey Map and its corresponding internal manuals, work instructions and communication and training materials
• Works with the CX Solutions Delivery Team for the delivery of the products and channels within the customer journey, ensures that these are aligned with the CX standards set, and articulates their individual measures of success related to CX Quality
• Champions awareness, understanding, and utilization of customer feedback to improve the customer experience across AP DU
• Supports AP DU Regulatory Team in regulatory releases that may impact the Customer Journey by providing timely and relevant inputs to new regulations that are for public consultation and ensuring that new releases are executed and complied with as part of CX Quality.

Training and Compliance

• Creates, designs, and implements CX Quality training programs and its respective scorecards in collaboration with respective Human Resources Departments across AP DU
• Works cross-functionally to complete requirements needed from internal resources and third parties ensuring smooth execution of CX training programs
• Ensures that each program remains within the budget set, and changes that impact cost commitments are managed and flagged to the Head of CX accordingly

Stakeholder and Partner Management

• Drives the different Business Units and vendors/partners in ensuring compliance and implementation of CX quality standards
• Facilitates and maintain relationships between the company and its vendors/partners, takes part in contract negotiations as Business User, ensures that vendors/partners comply with standards and code of conduct set by the company, and works closely with the Supply Chain Management (Procurement) for vendor accreditation and regular performance assessment
• Influences collaboration among cross-functional teams to ensure that business objectives driven by CX quality are met

People and Team Management

• Leads a team of CX Quality specialists and staff in ensuring that activities and KPIs are achieved in support of the over-all CX strategy
• Uses quality monitoring data to compile and track performance at team and individual levels and uses this to share feedback, coach, and come up with individual development plans
• Guides and supports each Team Member to ensure that tasks and accountabilities are achieved successfully
• Coaches and mentors Team Members to help them improve performance, develop their skills, and grow professionally
• Drives the team's performance and takes corrective action when necessary to ensure that the team meets its goals and objectives

Administrative

• Ensures section goals and development plans are aligned with the organization's objectives and attained in the best means possible
• Monitors and recommends requirements on materials and equipment to perform one's role and responsibility
• Facilitates necessary administrative tasks for regular company procedures such as but not limited to requests for payments, purchase orders and liquidations.

Others

• Readily assumes tasks requiring immediate or urgent attention that may be reasonably assigned by the Team Leader
• Ensure compliance and adherence to the Safety, Health and Environment Manual, IMS Manual and other guidelines and policies related to EHS

Experience (No. Of Years)
Professional:
At least 5 years' experience in customer support functions, such as but not limited to frontline customer servicing, quality assurance, training and development, with hands on experience in coming up with internal and external communication or training materials; exposure to contact center or branch/service center or prior experience to Customer Experience strategy implementation an advantage

Leadership
: At least 2 years' experience in managing direct reports; or with at least 4 years' exposure to roles that require cross-functional collaboration or working with teams

Bachelor's Degree in Psychology, Behavioral Sciences, Industrial or Management Engineering, Business Administration, or any 4-year related course

None

Six Sigma Certification, not required but an advantage

Join the Tilt team

At Tilt (formerly Empower), we see a side of people that traditional lenders miss. Our mobile-first products and machine learning-powered credit models look beyond outdated credit scores, using over 250 real-time financial signals to recognize real potential. Named among the next billion-dollar startups, we're not just changing how people access financial products — we're creating a new credit system that backs the working, whatever they're working toward.

The Opportunity: Process and Transactions Quality Lead

The PTQ Lead ensures the effective delivery of Process and Transaction Quality standards by aligning with compliance requirements, operational protocols, and quality assurance goals. This role oversees transactional audits, maintains process documentation, enhances team performance, and drives continuous quality improvement across all financial operations functions

How You'll Make an Impact

Alignment of Compliance Requirements and Operating Standards (Procedures, Policies, Processes)

• Transactional Audits: Supports the PTQ Associate in conducting transactional audits and monitoring voice and non-voice interactions based on established standard operating procedures and compliance standards.
• Process Documentation Standards: Aligns with Financial Operations (FinOps) Managers and stakeholders to ensure that all process documentation is updated and properly maintained.
• Knowledge and Skills Alignment: Works with FinOps Leaders to build solutions that ensure alignment of all knowledge requirements and the development of baseline expected skills for the team.
• Compliance Requirements: Works with cross-functional groups to ensure organizational alignment with regulatory requirements, in partnership with the Compliance Group.

Performance Optimization And Operators Hard Skills Development

• Develops targeted solutions for learning, unlearning, or relearning as necessary to ensure proper alignment of information based on insights derived from quality audits.
• Creates various learning campaigns, programs, and activities to improve low-performing, negative outlier, and continuously declining talents in FinOps.
• Conducts thorough analyses of the portfolio to identify factors that may influence either positive or negative group and individual performance of both In-House and External Operators (e.g. Outsourced Collection Agencies)

Continuous Performance and Quality Improvement

• Build and present reports and analyses on FinOps performance that contribute to and directly relate to the company's operational success and compliance with regulatory standards.
• Works to improve the quality of conversations across all customer-interaction touchpoints based on the function's target (CSAT, PTP, Kept, etc.) through the creation of spiels, rebuttals, scripts, and response templates.

Why You're a Great Fit

• You have a bachelor's degree.
• You have experience in Fintech and/or BPO operations, ideally in Credit Underwriting, Collections, or Customer Service, and a strong understanding of the Lending Customer Lifecycle Process.
• You have at least 2 years of experience using quality management systems for high-volume transactions, including conducting audits, building summary materials such as gap analyses and top drivers, and presenting data insights to key stakeholders (Managers, Directors, and/or Clients).
• You have been directly involved in the development and implementation of at least two of the following: soft skills or process improvement initiatives, coaching and feedback management, synchronous knowledge and skills development (including training or A-Bay programs), and the creation of process documentation or e-Learning materials (such as update banners or full modules).
• You have strong written and verbal communication skills in both Filipino and English.
• You are able to work collaboratively or independently in a fast-paced environment, depending on the task at hand.
• You are willing to work on shifting schedules, including weekends and holidays if required by the business.
• You are amenable to working onsite in the Ortigas Business District.

About Cashalo
Tilt is a fast-growing fintech on a mission to expand access to fair credit to give anyone the opportunity to improve their financial security and mobility. We recently launched in Southeast Asia through our acquisition of Cashalo, a leading online lending platform, and the fastest growing lender in the Philippines. Our mission to expand access to credit in the region will take creativity, passion, and drive

Don't meet every qualification? We care about potential over your past. If you're bringing ambition and drive to what we're building, we want to hear from you.
What You'll Get At Tilt

• Virtual-first teamwork: The Tilt team is collaborating across 14 countries, 12 time zones, and counting. You'll get started with a WFH office reimbursement.
• Competitive pay: We're big on potential, and it's reflected in our competitive compensation packages and generous equity.
• Complete support: Find flexible health plans at every premium level, and substantial subsidies that stand up to global standards.
• Visibility is yours: You can count on direct exposure to our leadership team — we're a team where good ideas travel quickly.
• Paid global onsites: Magic happens IRL: we gather twice yearly to reconnect over shared meals or kayaking adventures. (We've visited Vail, San Diego, and Mexico City, to name a few.)
• Impact is recognized: Growth opportunities follow your contributions, not rigid promotion timelines.

The Tilt Way
We're looking for people who chase excellence and impact. Those who stand behind their work, celebrating the wins and learning from the missteps equally. We foster an environment where every voice is valued and mutual respect is non-negotiable — brilliant jerks need not apply. We're in this together, working to expand access to fair credit and prove that people are incredible. When you join us, it's not just another day at the (virtual) office, you're helping millions of hardworking people reach better financial futures.

You're pushing ahead in your career? We can get behind that. Join us in building the credit system that people deserve.

JOB DESCRIPTION:

• To be responsible for overall supervision, inspection, quality control, testing and approval of the construction works.
• Liaise with the Site Project Manager in detail quality planning and execution for the project
• Review of incoming inspection reports
• Review Non-Conformance Reports, issue and approve resolutions for corrective actions
• Execute the implementation of the Quality Management Plan, Project Procedures, conduct internal Quality audits and recommend corrections on deficiencies found.
• Maintain log of NCR, QCR, SDR, and RFI's
• Assign site inspection responsibilities to site Quality Control Inspectors and monitor their performance in the execution of their assigned responsibilities.
• Act promptly on reports of any product or work deficiency found on delivery or installation at the work site.
• liaison with the Owner QAQC personnel
• Report to QAQC Manager regularly on implementation of QAQC plan, QAQC related documentation status, and issues faced on site in relation to QAQC and project progress status.

QUALIFICATIONS:

• Minimum of 2 years experience as QA/QC Lead or Supervisory role in a Solar company.
• Willing to be assigned in Capas, Tarlac

Job Type: Fixed term

Contract length: 10 months

Ability to commute/relocate:

• Tarlac City (Tarlac): Reliably commute or planning to relocate before starting work (Preferred)

Work Location: In person

About the Job:

Position: Quality & Compliance Lead – Pet Food/FMCG

Work Set-up: Remote Work

Job Summary:

• The Quality & Compliance Lead – Pet Food will be in charge of regulatory compliance processes, ensuring adherence to international and local regulations concerning import, export, product packaging, and food safety.
• The role requires a proactive individual with expertise in quality standards, regulatory requirements, and training development.
• This position will also provide support to Quality Assurance and Sales teams and manage supplier accreditation processes.
• This is a remote position with occasional travel requirements.

Key Responsibilities:

• Manage regulatory compliance tasks, including obtaining import and export permits, reviewing packaging for new products, and reviewing Overseas Market Access Requirements (OMAR).
• Handle all regulatory-related tasks, ensuring the company's compliance with industry standards and government regulations.
• Manage complaints related to product quality; conduct root cause analysis and implement corrective actions as needed.
• Support the Sales team with regulatory and compliance matters concerning OEM (Original Equipment Manufacturer) operations.
• Oversee supplier accreditation processes and ensure suppliers meet all regulatory requirements.
• Conduct training sessions on Food Safety, HACCP, and other relevant compliance topics.
• Develop and recommend quality and safety programs, including the creation and implementation of Standard Operating Procedures (SOPs).
• Collaborate with and provide support to the Quality Assurance team to uphold product quality and safety standards.
• Stay updated on international regulations and apply relevant insights to enhance compliance processes and systems.

Job Qualifications:

• Bachelor's degree in Food Science, Chemistry, Regulatory Affairs, or a related field.
• Minimum of 5 years of experience in regulatory compliance, preferably within the food manufacturing or pet food industry.
• Strong understanding of regulatory requirements for import, export, packaging, and food safety.
• Certification in HACCP, Food Safety, or equivalent is an advantage.
• Experience in supplier audits and supplier management.
• Excellent communication and training skills with the ability to develop and deliver compliance training programs.
• Analytical skills to manage complaints and perform quality-related investigations.
• Ability to work independently and collaboratively with cross-functional teams.
• Knowledge of international regulatory frameworks is a plus.

Key Competencies:

• Detail-oriented and well-organized.
• Strong problem-solving and decision-making abilities.
• Ability to handle multiple tasks and prioritize effectively.
• Strong interpersonal and leadership skills.