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
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What We Do
At Probe CX, we help our clients become modern digital organisations. With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations. In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable. Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive
