Quality Team Lead (Service Desk)
We’re Hiring: Quality- Team Lead
Work Where People Matter
At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.
Why You’ll Love It Here
- Growth you can see – promotions and career paths await
- Learning that sticks – trainings to sharpen your skills
- A workplace that cares – inclusive, supportive, and people-first
- Health coverage you can count on
- Rewards when you refer friends to join the team
- HMO Benefit
- Leave Credits
- Create detailed analyses of findings, trends, and insights on contractual and hygiene metrics identified by clients and campaigns.
- Partner with Operations and Training teams to develop and implement action plans that address performance opportunities.
- Establish improvement targets and glide paths to drive performance achievement.
- Track and measure performance before and after improvement initiatives.
- Lead, create, and submit Kaizen projects focused on continuous process improvement.
- Maintain and monitor process recommendations that reduce customer effort and enhance customer experience.
- Design and implement quality metrics, scorecards, and dashboards to monitor performance.
- Manage automation tools and support syntax creation and generation.
- Identify risks based on SOW requirements, KPI performance, and quality and compliance standards.
- Update and maintain Quality Manual documents for supported campaigns and lines of business.
- Conduct monthly information security adherence checks within the QA team.
- Lead and manage a team of Quality Associates, providing coaching, guidance, and ongoing support.
- Ensure the productivity and efficiency of Quality Associates.
- Monitor team performance and provide timely feedback and development coaching.
- Conduct monthly audit validations of auditors to ensure alignment with quality and client standards.
- Facilitate monthly performance reviews with direct reports to discuss achievements and improvement opportunities.
- Organize and conduct monthly training sessions for Quality Associates and evaluate learning effectiveness.
- Present quality insights, trends, and analysis to internal and external stakeholders during Weekly and Monthly Business Reviews.
- Collaborate closely with Operations and Training leaders to implement action plans and achieve performance goals.
- Preferably a Bachelor's/College Degree holder in BSIT, BSCS, MIS, or a similar program, or possess substantial equivalent experience.
- Around 2 years of experience as a Quality Team Lead.
- Strong leadership skills with the ability to lead, motivate, and develop a team.
- Excellent analytical skills with the ability to interpret data, identify trends, and recommend improvements.
- Effective problem-solving and critical-thinking skills.
- Excellent verbal and written communication skills.
- High attention to detail and commitment to accuracy.
- Demonstrated familiarity with BPO processes and technologies, including:
- Knowledge of PC, laptop, mobile device, and printer hardware components
- Network troubleshooting
- Remote assistance tools
- Navigation and operation of Microsoft Windows, macOS, ChromeOS, iOS, and Android operating systems
- Familiarity with ITIL; ITIL Foundation certification is an advantage.
Location: Eastwood, Quezon City
Shift: Shifting
About Tech Mahindra Philippines
We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.
Your Next Move
If you’re ready for a role where you can grow, make a difference, and enjoy the ride — we’d love to meet you. Apply today and let’s get started.
Benefits
- Health insurance
- Life insurance
