Quality Assurance Team Lead

4 days ago

Manila, National Capital Region, Philippines Neksjob Full time

We are seeking an experienced Quality Assurance (QA) Team Lead to manage and guide our QA team in monitoring, evaluating, and enhancing the quality of customer interactions across multiple communication channels including telephone, email, and live chat. This role is crucial in ensuring a consistent and high-quality customer experience while maintaining compliance with company standards and procedures.The ideal candidate will have deep knowledge of quality assurance principles, contact centre operations, and the ability to drive continuous improvement initiatives. This position involves supervising QA professionals, leading quality-focused projects, and working closely with training and operations teams to improve agent performance.Key Responsibilities:Monitor and evaluate the quality of inbound/outbound calls, emails, chats, and other customer interactions to ensure adherence to quality standards.Document quality issues, trends, and performance measures, providing detailed feedback and actionable insights.Collaborate with team leaders and trainers to support coaching and development of agents based on quality findings.Lead and manage a team of QA analysts, providing mentorship, direction, and regular performance evaluations.Execute and oversee short-term QA initiatives and improvement projects to optimize customer interactions and internal processes.Create and update quality monitoring tools, scorecards, and reporting frameworks.Conduct calibration sessions to ensure scoring consistency across the QA team.Generate and analyse reports to identify process gaps, agent performance trends, and areas for training.Take ownership of daily team operations, ensuring effective task allocation, productivity, and professional excellence.Work independently, often initiating and managing workloads with minimal supervision.Requirements:Proven experience in a QA or contact centre environment, with at least 1-2 years in a supervisory or team lead role.Strong understanding of quality monitoring techniques and tools.Excellent analytical, communication, and coaching skills.Ability to manage multiple priorities, meet deadlines, and lead by example.High attention to detail and a commitment to continuous improvement.Proficient with quality management systems and reporting tools (e.g., Excel, QA software).Strong interpersonal and leadership skills, with the ability to motivate and develop others.Ability to work both independently and collaboratively in a fast-paced environment.Preferred Qualifications:QA certification (e.g., Six Sigma, COPC, or similar) is an advantage.Experience with CRM or call centre software platforms.Previous experience in customer service or technical support teams.What We Offer:Competitive salaryOpportunity to lead a growing team and make a measurable impactSupportive and collaborative work environmentTraining and development programs to support your career growth[Additional perks or benefits – e.g., hybrid working, healthcare, etc.]Apply now and help us deliver world-class customer experiences through quality and performance excellence.

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