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.
We are seeking a highly organized and analytical QA Lead to oversee quality assurance activities across multiple BPO accounts. The QA Lead will ensure that customer interactions meet client expectations and internal standards, drive continuous improvement, and lead a team of QA analysts to deliver consistent and actionable feedback.
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Key Responsibilities:
• Lead and manage a team of QA analysts across various accounts and campaigns.
• Develop and implement QA frameworks, scorecards, and evaluation guidelines tailored to client requirements.
• Monitor and evaluate customer interactions (calls, chats, emails) for compliance, accuracy, and service quality.
• Provide coaching and feedback to agents and team leaders based on QA findings.
• Collaborate with operations, training, and client teams to address quality gaps and improve performance.
• Analyze QA data and trends to identify root causes and recommend corrective actions.
• Prepare and present quality reports and insights to internal stakeholders and clients.
• Ensure QA processes align with contractual obligations and industry standards.
• Support calibration sessions to ensure consistency in evaluations across QA and operations teams.
• Drive initiatives to improve customer satisfaction, reduce errors, and enhance service delivery.
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Qualifications:
• 3+ years of experience in a BPO environment, with at least 1 year in a QA leadership role.
• Strong understanding of contact center operations and quality assurance methodologies.
• Excellent communication, coaching, and interpersonal skills.
• Proficiency in QA tools and CRM platforms (e.g., NICE, Verint, Salesforce, Zendesk).
• Analytical mindset with experience in data interpretation and reporting.
• Ability to manage multiple priorities and work in a fast-paced environment.
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Preferred Skills:
• Experience with Six Sigma, Lean, or other process improvement methodologies.
• Familiarity with client-specific compliance standards (e.g., HIPAA, PCI-DSS).
• Strong presentation and stakeholder management skills.