Global Quality Assurance Leader
TDCX Manila Full-time
Global QA Strategy, Innovation & Governance
- Define and lead the global QA strategy, integrating standardization, innovation, and automation
- Continuously assess existing QA frameworks across programs and identify opportunities for improvement and transformation
- Introduce best practices and future-ready QA models aligned with TechX’s growth and client expectations
- Establish governance for consistent quality standards, calibrations, and evaluation methodologies globally
- Drive automation of transaction monitoring, reducing reliance on manual QA sampling
- Evaluate and implement AI-powered QA tools (e.g., speech analytics, NLP, auto-scoring, sentiment analysis)
- Lead initiatives to enable 100% interaction monitoring through automation and analytics
- Partner with Technology teams to design scalable QA solutions and integrations
- Leverage AI and analytics to generate actionable insights from customer interactions
- Identify trends, root causes, and systemic issues impacting quality and customer experience
- Translate QA data into business insights, operational improvements, and client value propositions
- Build predictive models to proactively identify risks (e.g., churn, escalations, compliance breaches)
- Oversee quality performance across all programs, ensuring alignment with SLAs and KPIs
- Drive reduction in defects, repeat contacts, and customer dissatisfaction
- Embed quality into the full lifecycle: onboarding, nesting, production, and continuous coaching
- Partner with Training and Operations to implement targeted improvement initiatives
- Lead and develop global QA teams, including QA leaders, analysts, and specialists
- Build capabilities in digital QA, analytics, and AI-enabled quality management
- Foster a culture of innovation, continuous improvement, and data-driven decision-making
- Act as a strategic advisor to clients on next-generation QA practices and innovation
- Lead client discussions on QA transformation, automation, and insights-led value creation
- Present quality trends, risks, and improvement strategies in business reviews
- Ensure adherence to client, regulatory, and internal quality standards
- Support audits and ensure robust documentation and QA traceability
- Use AI tools to enhance compliance monitoring and risk detection
- Bachelor’s degree in Business, Operations, Data Analytics, or related field
- 10+ years of QA experience in BPO / CX / outsourced environments
- Proven experience leading global QA teams and frameworks
- Strong experience in QA transformation, automation, or digital QA initiatives
- Hands-on exposure to AI, analytics, or speech/text analytics tools
- Experience with tools such as Observe.AI, NICE Nexidia, Verint, CallMiner, or similar
- Background in data analytics, machine learning, or process automation
- Experience in CX, Trust & Safety, Content Moderation, or AI Operations programs
- Lean Six Sigma or similar continuous improvement certifications
- Strategic thinking with strong innovation mindset
- Deep analytical and problem-solving capability
- Strong stakeholder and client influence skills
- Ability to translate data into actionable business insights
- Change leadership and transformation management
China Bank SavingsMakati, 6 km from Manila
Quality Assurance Officer
Responsibilities
• Acts as Operations Manager of a designated area or cluster of branches
• Ensures operational efficiency and safeguards bank’s interests and assets by immediately acting on abuse of authorities and fraud...
Our ClientsCabuyao, 39 km from Manila
Head of Quality Assurance (QA) | Pharmaceutical | FMCG
Laguna | On-site | Monday to Friday
Sr. Manager | Director | AVP | SVP | Head
About the Role
We are seeking a highly experienced Head of Quality Assurance (QA) to lead and oversee all quality...
Quezon City, 10 km from Manila
Job Description
Posted on 23 April 2026
Working together with a Quality Assurance (QA) team to assess product problems and brainstorm solutions
Checking that raw materials or components involved in the production process are of suitable quality...