{"id":1167558,"url":"https://alion.io/job/tp-quality-team-lead-english-3","title":"Quality Team Lead - English","company":{"id":7921,"name":"TP","domain":"tp.com","url":"https://alion.io/company/tp","size_band":"1001-5000","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-24T04:23:37Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-24T07:24:44Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Overview\nWe are looking for a dedicated Quality Team Lead to oversee the quality assurance process within our BPO operations. The role will be responsible for ensuring service excellence, driving compliance with quality standards, and mentoring a team of Quality Analysts.\nQualifications\nBachelor’s degree or diploma in any field.\n\nFluent in English (spoken and written).\n\nMinimum 3-5 years’ experience in Quality Assurance within a BPO/call center environment, with at least 1-2 years in a team lead/supervisory role.\n\nStrong analytical skills with attention to detail.\n\nExcellent communication, leadership, and coaching abilities.\n\nAbility to manage multiple priorities and work under pressure.\n\nExperience in creating reports and using QA tools.\n\nFlexibility to work on rotational shifts if required.\n\nResponsibilities\nLead and manage a team of Quality Analysts to monitor and evaluate customer interactions (calls, chats, and emails).\n\nEnsure adherence to client and company quality standards across all operations.\n\nProvide actionable insights and recommendations to improve performance and customer experience.\n\nDevelop, update, and maintain QA frameworks, scorecards, and reporting structures.\n\nPartner with Operations, Training, and Workforce teams to align on business goals and performance improvement.\n\nConduct regular calibration sessions to ensure consistency in evaluation standards.\n\nDeliver quality coaching, feedback sessions, and performance reviews for both analysts and agents.\n\nTrack and analyze trends to identify gaps and propose corrective measures.\n\nPrepare and present quality performance reports to management and stakeholders.\n\nSupport continuous improvement initiatives and ensure compliance with operational KPIs and SLAs.","description_format":"text","description_chars":1752,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Financial Services","Professional Services","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-09-24T04:23:37Z"}],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":0,"expected_fill_days":373,"reasons":["conf:1","wave","velocity","win:early","comp:brand"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/tp-quality-team-lead-english-3","json_url":"https://alion.io/job/tp-quality-team-lead-english-3.json","meta":{"generated_at":"2026-09-24T21:57:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"subnet","units_charged":1,"used_today":263,"day_limit":5000,"remaining_today":4737,"minute_limit":60,"resets_at":"2026-09-25T00:00:00Z"}}}