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Crescendo • Manila, Metro Manila, Philippines
Role & seniority: Quality Assurance Lead (mid-senior/lead level) responsible for QA oversight and team management across one or more programs.
Stack/tools: Quality management systems (QMS), Google Suite, Slack; calibration/training tooling; data/QA metrics platforms for KPI reporting.
Directly manage and onboard a team of Partner Quality Analysts; ensure staffing and performance development.
Monitor quality metrics (FRT, QA Score, CSAT/NPS) and drive improvements; establish robust feedback loops between training and quality.
Liaise with internal stakeholders and external partners; provide post-onboarding insights and develop plans with Team Managers/Leads.
3+ years in QA for customer service, BPOs, or similar; strong data analysis and ability to identify trends/root causes.
Proactive, data-driven decision-making; excellent written and verbal communication; strong organizational/time-management skills.
Tech-savvy with experience across QMS platforms, Google Suite, and Slack; ability to adapt in a fast-paced environment; confidentiality awareness.
Experience in quality certifications, mentoring, and implementing training-quality feedback loops; familiarity with KPI reporting and calibration processes.
Location & work type: Hybrid work model; Cubao or Taguig, Philippines; Full-time; ASAP start; shifting schedules subject to business requirements.
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 Assurance 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.
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...)
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
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 careers@crescendo.ai.
PRIVACY NOTICE
Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.
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.
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