Quality Assurance Lead

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Job Summary:

The Quality Assurance Lead supports quality monitoring and continuous improvement initiatives by providing actionable QA insights in close coordination with Operations. This role focuses on day-to-day quality analysis, coaching QA Analysts, and supporting action planning to improve overall performance.

Key Responsibilities:

• Review and analyze QA results to identify common trends, errors, and improvement areas

• Share QA insights with Operations and support action planning based on findings

• Conduct root cause analysis and provide clear, practical recommendations

• Coach and guide QA Analysts to improve scoring accuracy and feedback delivery

• Participate in calibration sessions to ensure alignment on quality standards

• Attend Weekly and Monthly Business Review meetings as needed to share quality updates

• Maintain and update QA reports and trackers

• Support client and stakeholder discussions related to quality performance when required

Minimum Requirements:

• College graduate (any field)

• At least 2 years of experience as a QA Lead or Senior QA Analyst in the BPO industry

• Working knowledge of root cause analysis, error detection, and SBI feedback

• Comfortable working with data and following established metrics and reports

• Detail-oriented with good pattern recognition and problem-solving skills

• Able to work independently and adapt to changing priorities

• Clear and effective written and verbal communication skills

• Willing to work onsite at Wilcon IT Hub, Makati City

Nice to Have (Not Required):

• Exposure to Power BI, Genesys, or Amazon Connect