Job description
Role Details
Type of Support: Quality, Leadership
Contract Duration: Full Time
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Work type and Location: Hybrid, Cubao or Taguig
Expected start date: ASAP
About Us
Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep.
More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together. Welcome to Crescendo. Welcome to what’s next.
The Role
As a Quality Lead, you are responsible for providing oversight of QA functions for one or more programs. You will manage a team of Quality Analysts, leading by example and providing insights into program gaps and opportunities. You will deliver end-to-end planning and guidance to the team, ensuring key performance indicators are met and that the team is adequately resourced.
The ideal candidate for this role will have experience in quality programs for support teams. They act fast and are data-driven when it comes to decision-making. A Quality Lead will also have strong cultural awareness and is passionate about accessibility and inclusion. They will be hands-on and immersed in partner program(s) to optimize productivity, drive innovation, and inspire the growth and performance of direct reports.
What You’ll Do:
- Directly managing a team of Partner Quality Analysts, hiring and onboarding new team members, as needed
- Cultivating and maintaining relationships with internal stakeholders and external partners, regularly syncing to discuss quality metrics, KPIs, current/upcoming initiatives, and partner needs
- Identifying trends and outliers in your program’s associate-level performance metrics (FRT, QA Score, CSAT/NPS, etc…)
- Working with your team of Quality experts to establish robust feedback loops between training and quality, in order to:
- Gauge the effectiveness of the partner’s training program(s)
- Identify knowledge gaps
- Suggest enhancements or modifications to the existing operational processes, tools, and/or training in order to improve engagement, agent experience, and retention
- Supporting QA team production by performing QA reviews as needed
- Providing post-onboarding insights to internal and external stakeholders
- Working with your program’s Team Managers/Leads to create development plans for their team members
- Mentoring team members on quality best practices and the latest trends in support of QA
- Providing growth and development opportunities to your direct reports, including participation in Crescendo’s training and quality certification programs
- Maintaining a relationship with your Quality Manager and Head of Global Quality to ensure that our company quality standards are upheld on your assigned partner program
- Documenting best practices obtained from quality evaluations and calibration sessions with the partners
What We Expect From You:
- 3+ years experience in quality assurance for customer service, BPOs, or other interaction-based business models
- Ability to quickly learn and absorb partner culture, processes, and policies
- Grasp of statistical significance and various data analysis methods
- Proactive attitude and growth mindset; you’re always looking for new problems to solve
- Tech-savvy (you are equally versed in a multitude of QMS platforms, Google Suite, and Slack)
- Organized and effective manager of time
- Ability to adapt to a fast-paced, change-heavy environment
- Strong oral and written communication
- Organizational skills
- Excellent time management skills and ability to meet deadlines reliably
- Identify trends and root causes of trends
- Ability to maintain strict confidentiality and awareness of implicit bias
- Highly analytical and data-driven, with experience creating and delivering KPI reporting
Here’s What’s On the Table:
- Take on challenges that actually move the needle in an industry ready for change.
- Earn competitive pay while building a career with endless opportunities.
- Enjoy remote work with the focus and flexibility to do your best work.
- Grow in an environment that rewards ambition and sharp execution.
- Thrive in a team environment where collaboration is the foundation of your success.
- Be part of a people-first, values-driven organization
- Work with innovative global partners and diverse teams
Company Culture Is At Our Core
Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.
- Care for others: Empathy is a key driver. When people thrive, so does the mission.
- Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
- Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
- Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
- Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.
Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].
PRIVACY NOTICE
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To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.
