1,667 Quality Lead jobs in the Philippines

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

Assist with the analysis, scheduling and implementation of all classroom training in support of client programs to ensure superior workforce preparation. This position is responsible for cultivating client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue. Responsible for the overall direction, coordination, and evaluation of the department.

Essential Functions/Core Responsibilities

• Develop a department of well-trained, competent professionals who continuously improve the organization and themselves
• Conduct Train-the-Trainer sessions
• Conduct quarterly one-on-ones with Trainers
• Coordinate with the Quality Supervisor and Operations on consistency issues
• Create and maintain consultant training schedule
• Cultivate a close working relationship with Training Supervisor(s), Training department personnel, Operations, and other Concentrix managers, supervisors and consultants
• Coordinate the maintenance and development of training workbooks and other training tools used by the Training organization

Candidate Profile

• Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Self-starter, sense of urgency, and works well under pressure
• Ability to foster a sense of professionalism and relationship building for self and team
• Strong attention to detail
• Ability to work a flexible schedule
• Have experience handling Order Management

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.

Minimum Qualifications and Experience

• Education – At least graduate with a Bachelor's Degree in IT, Computer Science, Engineering, or any related course.
• Related Work Experience – At least 5+ years of extensive experience in Software Quality Assurance.
• Extensive experience in Test Cases Creation and Analysis
• Extensive experience in Manual (black box, white box, etc.) and Automated testing (Selenium Web driver, Test Complete, or desired tools).
• Extensive experience in defect reporting and monitoring.
• Knowledge – In-depth knowledge in the following:
• Extensive database skills mainly in MySQL. Another database server is a plus.
• Extensive knowledge in programming languages like PHP and Java is a plus.
• Extensive knowledge in HTML, CSS, and JavaScript is a plus.
• Extensive knowledge of Agile Methodologies.

The primary function of a KYC Quality Analyst Lead is to ensure that the organization's KYC processes and procedures are compliant with regulatory requirements and industry standards. The focus is on reviewing, assessing, and improving the quality and accuracy of customer information and documents gathered during the onboarding and due diligence processes.

Responsibilities:

• Conduct quality reviews of the applications processed by the agents.
• Collaborate with various stakeholders to come up with projects based on findings and improve the existing processes.
• Conduct refreshers, calibration sessions, quality talks and roadshows.
• Participate in process alignment discussions with the operations team and other concerned teams.
• Recognize and escalate critical issues, potential risks, and discrepancies found during quality checks.
• Work closely with KYC Operations, Compliance teams, and other relevant departments to ensure a consistent and compliant KYC process.
• Perform adhoc tasks as required.

Qualifications:

• With at least 3 years of related experience
• Amenable for hybrid set-up. (4x a week onsite and once a week WFH.)
• Can work in Ortigas, Mandaluyong
• At least 3 years of relevant experience
• With experience in team management

The Quality Assurance Lead – B2C (Motor Insurance) is responsible for monitoring, evaluating, and improving the performance and compliance of sales and customer service teams across all B2C touchpoints—phone, chat, email, and digital platforms. This role ensures that customer interactions align with internal standards, regulatory requirements, and our brand promise.

Key ResponsibilitiesQuality Monitoring & Evaluation

• Monitor customer interactions (calls, emails, chats, CRM logs) to assess adherence to quality standards and scripts.
• Evaluate agent performance across key metrics: compliance, product knowledge, communication, empathy, and resolution accuracy.
• Identify quality gaps and provide timely feedback and coaching recommendations.

Process Improvement & Training Support

• Collaborate with training teams to develop and update quality guidelines, scripts, and knowledge base materials.
• Suggest improvements to the customer journey, call flows, and service processes based on QA findings.
• Assist in conducting calibration sessions to align evaluation standards across QA, training, and operations teams.

Compliance & Risk Management

• Ensure all B2C sales and service interactions are compliant with Insurance Commission (IC) guidelines, Data Privacy Act, and internal policies.
• Flag high-risk behaviors or potential mis-selling cases and support necessary escalations or investigations.

Reporting & Insights

• Prepare and maintain QA scorecards, dashboards, and trend reports.
• Provide actionable insights and quality trends to management for continuous service improvement.
• Track and report resolution of QA-related corrective actions.

Qualifications

• Bachelor's degree in Business, Communications, Insurance, or related field.
• At least 2–4 years of experience in quality assurance, preferably in insurance, BPO, fintech, or customer service roles.
• Understanding of motor insurance products (e.g., health, life, accident, travel, lifestyle) is a strong advantage.
• Excellent attention to detail, analytical mindset, and communication skills.
• Proficient in using QA tools, CRM systems, MS Excel, and reporting software.
• Knowledge of local insurance regulatory compliance standards is a plus.

Job Types: Full-time, Permanent

Pay: Php30, Php50,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Promotion to permanent employee

Work Location: In person

About Datacom

With over 6,200 people, and centre's of technical excellence spread across Australasia, Datacom is committed to developing and growing its capability across Asia. Founded in 1965 in New Zealand, and with over 2 decades of operating in Malaysia and the Philippines, Datacom has experienced expediential growth. Through all this, Datacom has maintained high levels of profitability with a track record of delivering innovative, cost effective digital and technology solutions, all delivered by dynamic teams spread across various locations. Our people are the best in their fields – smart, passionate, and dedicated to providing exceptional IT services to our customers. This makes for a rewarding and fast-paced place to work.

Our purpose

Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.

Our team

You'll work with a team of passionate, innovative and dedicated people that focuses on getting the job done whilst delivering the latest solutions to our clients. We are a very fast-paced team who are driven to deliver awesome technology

Job Summary

We are seeking a highly skilled and experienced QA Lead to oversee the testing processes, ensure software quality, and lead a team of QA engineers. The ideal candidate will have a strong background in manual and automated testing, deep knowledge of software development life cycles, and expertise in implementing quality assurance best practices.

Key Responsibilities:

Leadership & Team Management:

• Lead and mentor a team of QA engineers, ensuring best practices in testing and quality assurance.
• Define and implement QA strategies and processes to improve testing efficiency.
• Collaborate with development, product, and business teams to ensure quality is embedded in every phase of the SDLC.

Testing & Quality Assurance:

• Design, develop, and execute test plans, test cases, and test scripts for functional, regression, performance, and security testing.
• Implement and maintain automated testing frameworks to enhance efficiency.
• Identify, track, and resolve defects and quality issues, working closely with developers.

Process Improvement & Documentation:

• Develop and enforce QA best practices, standards, and guidelines.
• Establish metrics to monitor software quality and testing effectiveness.
• Maintain test documentation, including test plans, test reports, and defect logs.

Tooling & Automation:

• Select and implement automation tools for UI, API, and performance testing.
• Work with DevOps teams to integrate test automation in CI/CD pipelines.
• Stay updated with the latest QA tools and technologies to improve test coverage and efficiency.

Benefits

Our office is at BGC Taguig and we have hybrid work setup(Twice a week) and a flexible work schedule and we promote Work-Life balance, and an APAC focus means no graveyard shifts

We also provide exciting perks such as spotter fees, HMO with Free Dependents, Leave credits, Performance bonuses, and a work-life balance environment.

Why Join Us?

As one of Australasia's IT powerhouses, Datacom offers the agility and innovation of a startup, coupled with the influence and opportunities of an industry leader. Our people-first culture is palpable - you'll feel it the moment you walk through our doors.

We offer an array of perks, from vibrant social events to serene chill-out spaces, hybrid working setups, and an abundance of professional development opportunities. At Datacom, you'll grow your career, connect deeply with peers, and bring your true self to work every day.

Leading the charge in tech, we tackle some of the biggest challenges and most exciting opportunities across Australia and New Zealand. If you're eager for adventure and driven by possibility, you'll fit right in.

Join us as we champion an inclusive, fun, and supportive workplace where your contributions are celebrated, and your growth is nurtured. Together, let's explore what's possible and create the future

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.