Reports and Quality Team Leader

Job Description

Are you ready to take your career to the next level? Now is an exciting time to join the Fluor team in the Philippines! Join us and enjoy the following! 
 
Competitive salary | Various allowances | Time Off with Pay | Alternating Friday Off Week | Health and Life Insurance | Retirement Plan | Savings and Investment Plan | Employee Assistance Program | Overall Wellbeing Programs | Employee engagement activities | Participation to volunteer programs that impact our community | Membership to various Employee Resource Groups | Comprehensive Training Program | Mentoring Culture 

 Reports and Quality Team Leader – HR Shared Services

We are seeking a highly motivated and results-driven professional to lead our APAC reporting and quality function. This role is responsible for overseeing a team of reporting and quality professionals, ensuring the delivery of accurate, timely, and actionable business insights while driving a culture of continuous improvement, operational excellence, and customer-centric quality management. You will collaborate closely with regional stakeholders and global counterparts to align reporting standards, optimize processes, enhance quality performance, and champion initiatives that improve both customer and employee experience.

The successful candidate will leverage data-driven insights to identify opportunities, influence business decisions, and drive sustainable improvements that strengthen service quality, customer satisfaction, and operational effectiveness.

The ideal candidate is a strong people leader with exceptional analytical, stakeholder management, and problem-solving skills who is passionate about developing high-performing teams, elevating customer experience, and delivering measurable business impact.

Note: This position is based in Cebu. Candidates must be willing to relocate; however, please note that no relocation package will be provided.

Key Responsibilities:

• Provide day-to-day leadership and supervision to a team of Tier 1 and Tier 2 associates, including workload management, attendance monitoring, and productivity tracking.
• Conduct regular coaching and performance discussions with direct reports to drive continuous improvement and ensure achievement of individual, team, and operational performance metrics (a minimum of weekly performance reviews).
• Conduct team meetings to ensure the effective and timely communication of relevant updates, align team objectives, and provide a forum for feedback, discussion, and continuous improvement.
• Lead the development, implementation, and continuous improvement of quality assurance programs and reporting processes; monitor key quality metrics, analyze trends, provide actionable insights, and communicate progress to stakeholders.
• Lead calibration sessions as well as quality and process reviews to maintain consistency and accuracy across HR Shared Services.
• Serve as the primary liaison between APAC HR and Workforce Analytics, acting as the Regional Reporting Lead for APAC to ensure alignment, effective communication, consistency of reporting standards, and successful execution of global initiatives.
• Act as the escalation point for reporting and quality issues, ensuring timely resolution and stakeholder communication.
• Develop and maintain reporting documentation, desktop procedures (DTPs), and quality frameworks.

• Create talking points or analysis on Weekly Operational Reports and Business Reviews.
• Manage the employment status of members and participate in their transfer, promotion or regularization.
• Identify and address misconduct, policy, and process violations of members.
• Schedule and organize team activities and support department initiatives to drive employee engagement.

Basic Job Requirements

• With at least 3 years of relevant experience in team handling and quality management in a CSAT-based environment (e.g., BPO).
• Excellent written and oral communication skills
• Proficient computer and software skills to include the use of word processing, email, spreadsheets, and electronic presentations
• Demonstrate problem-solving skills of a complex nature

Other Job Requirements

Preferred Qualifications