Who we are:
InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.
Team leadership
- Supervise, schedule, and coach Quality Analysts; set daily and weekly audit targets.
- Conduct regular one-on-ones, performance reviews, and calibration of analyst scoring.
- Recruit, onboard, and develop new analysts; identify and groom future QA leaders.
Quality monitoring and evaluation
- Oversee call, chat, and email audits using the approved QA scorecard and sampling plan.
- Personally audit a sample of interactions and review analyst evaluations for accuracy and consistency.
- Lead internal and client calibration sessions so scoring stays aligned with client expectations.
- Maintain and update QA scorecards, guidelines, and evaluation forms as programs change.
Analysis and reporting
- Track and analyze quality scores, CSAT, NPS, FCR, and error trends by agent, team, and account.
- Prepare daily, weekly, and monthly QA reports and present findings to Operations and the client.
- Perform root-cause analysis on recurring defects and escalations, and recommend corrective actions.
Performance improvement
- Partner with Team Leaders and Trainers to build coaching plans, refresher training, and PIPs based on QA results.
- Run quality improvement initiatives using tools such as Pareto, fishbone, and 5 Whys.
- Identify knowledge gaps and feed them into training content and process documentation.
Compliance and risk
- Monitor adherence to client policies, data privacy rules (e.g., Philippine Data Privacy Act of 2012 (RA 10173), GDPR), and PCI-DSS where applicable.
- Flag zero-tolerance and critical errors immediately and manage the escalation process.
- Support client audits, business reviews, and ISO or COPC requirements.
Stakeholder management
- Serve as the QA point of contact for assigned clients and join
- Business Reviews and governance meetings.
- Handle disputes on QA scores fairly and on time
QUALIFICATIONS
Education
- Bachelor's degree in any field; Business, Communications, or Psychology preferred.
Experience
- At least 3 years of BPO or contact center experience, with 1–2 years as a Quality Analyst.
- At least 1 year in a supervisory or team lead role (QA team preferred).
- Experience with customer service, technical support, or sales accounts; multi-channel QA is a plus.
Skills
- Excellent written and verbal English communication.
- Strong analytical skills; advanced Excel or Google Sheets (pivot tables, lookups, charts).
- Familiarity with QA and CRM tools such as NICE, Verint, Playvox, Salesforce, or Zendesk.
- Coaching and feedback skills that drive behavior change.
- Working knowledge of quality frameworks such as Six Sigma, COPC, or ISO 9001 is an advantage.
- Sound judgment, objectivity, and integrity when handling sensitive data and disputes.
