Job Summary
Job Description
ICC BPO is seeking a QA Coordinator to provide operational and strategic support to Quality Analysts while ensuring quality standards, reporting accuracy, and process consistency. This role plays a key part in monitoring performance metrics, coordinating quality initiatives, and supporting continuous improvement across operations.
Responsibilities:
- Prepare, analyze, and submit regular reports on key performance indicators (KPIs)
- Conduct meetings with Quality Analysts to review performance and provide structured feedback
- Develop and maintain dashboards, scorecards, reporting tools, and quality documentation
- Manage complaint tracking, coaching records, corrective actions, and quality notes
- Ensure calibration sessions are conducted and documented for scoring consistency
- Identify quality trends and propose corrective and preventive action plans
Requirements:
- Minimum 2 years of experience in Quality Assurance, Quality Control, or related roles
- Bachelor’s degree or completed university studies
- Strong knowledge of quality metrics, KPIs, and reporting processes
- Advanced proficiency in Excel, Google Sheets, or data analysis tools
- Excellent communication and organizational skills
- Ability to coordinate across QA, Operations, HR, and Leadership teams
Benefits:
- Opportunity to contribute to organizational quality strategy
- Collaborative cross-departmental work environment
- Exposure to performance monitoring and process optimization initiatives
- Flexible remote work arrangement
ICC BPO offers a performance-driven environment focused on operational excellence, continuous improvement, and maintaining high standards of quality and compliance.
