Quality Lead (BPO)

Role Details

Type of Support:Quality Leadership
Contract Duration:Full Time
Training Schedule:Open to shifting schedules (subject to business requirements)
Work Schedule:Open to shifting schedules (subject to business requirements)
Work type and Location:Hybrid Cubao or Taguig
Expected start date:ASAP

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations delivering results that scale and support that never sleep.

More than that Crescendo is about people. We dont just connect talent with opportunitywe create a place where careers grow ideas thrive and people are empowered to make an impact. Join us at Crescendo and lets build the future of customer experience together.

Welcome to Crescendo. Welcome to whats next.

The Role

As a Quality Lead you are responsible for providing oversight of QA functions for one or more programs. You will manage a team of Quality Analysts leading by example and providing insights into program gaps and opportunities. You will deliver end-to-end planning and guidance to the team ensuring key performance indicators are met and that the team is adequately resourced.

The ideal candidate for this role will have experience in quality programs for support teams. They act fast and are data-driven when it comes to decision-making. A Quality Lead will also have strong cultural awareness and is passionate about accessibility and inclusion. They will be hands-on and immersed in partner program(s) to optimize productivity drive innovation and inspire the growth and performance of direct reports.

What Youll Do:

• Directly managing a team of Partner Quality Analysts hiring and onboarding new team members as needed
• Cultivating and maintaining relationships with internal stakeholders and external partners regularly syncing to discuss quality metrics KPIs current/upcoming initiatives and partner needs
• Identifying trends and outliers in your programs associate-level performance metrics (FRT QA Score CSAT/NPS etc...)
• Working with your team of Quality experts to establish robust feedback loops between training and quality in order to:
  • Gauge the effectiveness of the partners training program(s)
  • Identify knowledge gaps
  • Suggest enhancements or modifications to the existing operational processes tools and/or training in order to improve engagement agent experience and retention
  • Supporting QA team production by performing QA reviews as needed
  • Providing post-onboarding insights to internal and external stakeholders
  • Working with your programs Team Managers/Leads to create development plans for their team members
  • Mentoring team members on quality best practices and the latest trends in support of QA
  • Providing growth and development opportunities to your direct reports including participation in Crescendos training and quality certification programs
  • Maintaining a relationship with your Quality Manager and Head of Global Quality to ensure that our company quality standards are upheld on your assigned partner program
  • Documenting best practices obtained from quality evaluations and calibration sessions with the partners

What We Expect From You:

• 3 years experience in quality assurance for customer service BPOs or other interaction-based business models
• Ability to quickly learn and absorb partner culture processes and policies
• Grasp of statistical significance and various data analysis methods
• Proactive attitude and growth mindset; youre always looking for new problems to solve
• Tech-savvy (you are equally versed in a multitude of QMS platforms Google Suite and Slack)
• Organized and effective manager of time
• Ability to adapt to a fast-paced change-heavy environment
• Strong oral and written communication
• Organizational skills
• Excellent time management skills and ability to meet deadlines reliably
• Identify trends and root causes of trends
• Ability to maintain strict confidentiality and awareness of implicit bias
• Highly analytical and data-driven with experience creating and delivering KPI reporting

Heres Whats On the Table:

• Take on challenges that actually move the needle in an industry ready for change.
• Earn competitive pay while building a career with endless opportunities.
• Enjoy remote work with the focus and flexibility to do your best work.
• Grow in an environment that rewards ambition and sharp execution.
• Thrive in a team environment where collaboration is the foundation of your success.
• Be part of a people-first values-driven organization
• Work with innovative global partners and diverse teams

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre the standards we hold for ourselves our partners and each other.

• Care for others: Empathy is a key driver. When people thrive so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks sharpen your edge go forward.
• Manifest trust: Trust is our currency. Earn it daily protect it fiercely and let it fuel whats next.
• Take ownership: Bold choices with integrity at the corethats how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others lift others keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity inclusion equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process please contact .

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendos privacy program including your rights and options for managing the personal data you submit to us please visit our Privacy Center here.