IJP: QA LEAD
3 weeks ago
Overview:The Quality Assurance (QA) Lead oversees the quality assurance program in the customer care call center, ensuring that customer interactions meet company standards for excellence, compliance, and customer satisfaction.This role involves leading the QA team, developing quality strategies, monitoring performance trends, and driving continuous improvement initiatives. The QA Lead acts as a bridge between quality assurance, operations, and training to deliver a seamless customer experience.Key Accountabilities:1. Team Leadership and DevelopmentLead, mentor, and manage a team of QA coaches, analysts, and evaluators.Provide training and guidance to the QA team to ensure consistency andaccuracy in quality evaluations.Foster a collaborative and results-driven environment to achieve team objectives.2. Performance Monitoring and FeedbackOversee the monitoring and evaluation of recorded and live customerinteractions to ensure quality standards are met. Provide actionable insights and recommendations to operations and trainingteams based on evaluation results. Identify trends in agent performance and collaborate with stakeholders toaddress areas of concern.3.Data Analysis and Reporting Analyse quality metrics, customer feedback, and performance data to identifytrends and opportunities for improvement.Generate and present regular reports on quality performance to leadership, highlighting key findings and actionable recommendations.Use data to evaluate the impact of quality assurance initiatives on overallcustomer satisfaction and operational efficiency.4. Process Improvement and Collaboration Work closely with operations, training, and leadership teams to align QAinitiatives with business objectives.Identify and recommend process changes to improve efficiency, customersatisfaction, and service delivery.Act as a subject matter expert in quality assurance, providing guidance oncomplex customer service scenarios and best practices.5. Customer-Centric Focus Ensure the customer experience is prioritized in all quality assurance activities.Advocate for customer needs and expectations in decision-making processes.Collaborate with other departments to resolve systemic issues impactingcustomer satisfaction.QUALIFICATION & SKILLS:Experience: Minimum of 3-5 years in a call center environment, with at least 2 years in a QA or leadership role.Proven track record of managing quality assurance programs and teams.Technical Skills: Proficiency in QA tools, call monitoring systems, and CRM software.Advanced skills in data analysis and reporting tools (e.g., Excel, Power BI).Soft Skills & Others Requirements: Strong leadership, mentoring, and team-building abilities.Excellent communication and interpersonal skills.Strategic thinking with attention to detail.Ability to manage multiple priorities in a fast-paced environment.Knowledge of customer service best practices and escalation handling.Familiarity with compliance and regulatory standards related to customer interactions.No Open or Pending HR Case.Minimum of 1 year tenure in a confirmed position within HelloConnectQuality KPI scores for the past 6 months will be heavily consideredIntent Letter to be submitted in Inhouse Recruitment Distro (Required).Please Note: One Application at a time.
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IJP: QA LEAD
3 weeks ago
Taguig, Philippines HelloConnect Inc. Full timeOverview: The Quality Assurance (QA) Lead oversees the quality assurance program in the customer care call center, ensuring that customer interactions meet company standards for excellence, compliance, and customer satisfaction. This role involves leading the QA team, developing quality strategies, monitoring performance trends, and driving continuous...
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IJP: Senior Quality Assurance Lead
6 days ago
Taguig, Philippines HelloConnect Inc. Full timeJob Description The Senior QA Lead is responsible for overseeing Quality Assurance across multiple English-speaking Customer Care markets. This role provides leadership and guidance to multiple QA Leads, ensuring consistency, accuracy, and fairness of QA evaluations and coaching across regions. The Senior QA Lead acts as a key strategic partner to...
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IJP: Senior Quality Assurance Lead
6 days ago
Taguig, Philippines HelloConnect Full timeThe Senior QA Lead is responsible for overseeing Quality Assurance across multiple English‑speaking Customer Care markets. This role provides leadership and guidance to multiple QA Leads, ensuring consistency, accuracy, and fairness of QA evaluations and coaching across regions. The Senior QA Lead acts as a key strategic partner to Operations, Learning &...
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IJP: Senior Quality Assurance Lead
19 hours ago
Taguig, Philippines HelloConnect Inc. Full timeJob Description:The Senior QA Lead is responsible for overseeing Quality Assurance across multiple English-speaking Customer Care markets. This role provides leadership and guidance to multiple QA Leads, ensuring consistency, accuracy, and fairness of QA evaluations and coaching across regions. The Senior QA Lead acts as a key strategic partner to...
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IJP: Senior Quality Assurance Lead
1 week ago
Taguig, National Capital Region, Philippines HelloConnect Full time ₱900,000 - ₱1,200,000 per yearJob Description:The Senior QA Lead is responsible for overseeing Quality Assurance across multiple English-speaking Customer Care markets. This role provides leadership and guidance to multiple QA Leads, ensuring consistency, accuracy, and fairness of QA evaluations and coaching across regions. The Senior QA Lead acts as a key strategic partner to...
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QA Lead
2 weeks ago
Taguig, Philippines HawodTech Solutions Full timeQALead - anexperienced QA Lead responsible for a Team of manual and automation testers toensure that software applications meet business needs. Responsible forplanning, scheduling and reporting test outcomes to ensure stakeholderawareness of test effort, issues and agreement of test outcome and lead testing(both manual and automation testers) . Looking for a...
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QA Lead
1 week ago
Taguig, National Capital Region, Philippines Pointwest Squad Inc Full time ₱1,200,000 - ₱2,400,000 per yearDaily Routine / Role OverviewLead and mentor junior team members.Collaborate with product managers to define acceptance criteria and understand user scenarios.Review and improve existing test strategies and processes.Investigate and implement new testing tools and methodologies.Provide technical leadership in testing and contribute to improving product...
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QA Lead
2 weeks ago
Taguig, Philippines Yondu, Inc. Full timeYondu, Inc. Taguig, National Capital Region, Philippines Role overview and job posting details are for a Quality Assurance function in a mid-senior level, full-time capacity. Responsibilities Defines the appropriate project Test Strategy and Test Plan. Participates in reviewing the business user and product requirements, and application design to ensure...
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QA Lead
2 weeks ago
Taguig, Philippines Yondu, Inc. Full timeOverview Yondu, Inc. Taguig, National Capital Region, Philippines QA Lead (Hybrid) role at Yondu, Inc. Responsibilities The Quality Assurance Lead is responsible for leading and defining the strategy for a project while working on continuous organization quality improvements. Leads the team and ensures quality assurance standards across projects. Minimum...
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Audit QA Lead
4 weeks ago
Taguig, Philippines GCash Full timeGCash Taguig, National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Audit QA Lead (ORC) role at GCash GCash Taguig, National Capital Region, Philippines Join to apply for the Audit QA Lead (ORC) role at GCash Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to...
