Quality Assurance Team Lead

6 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 salary
Opportunity to lead a growing team and make a measurable impact
Supportive and collaborative work environment
Training 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.

  • Quality Assurance Team Lead

    5 days ago

    Manila, National Capital Region, Philippines Neksjob Full time

    Job Description: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.This role is crucial in ensuring a consistent and high-quality customer experience while maintaining compliance with company...

  • Quality Assurance Team Lead

    20 hours ago

    Manila, National Capital Region, Philippines Tyler Technologies, Inc. Full time

    Job OverviewTyler Technologies, Inc. is seeking an experienced Quality Assurance (QA) professional to fill the role of a Team Lead.

  • Quality Assurance Team Lead

    6 days ago

    Manila, National Capital Region, Philippines Neksjob Corporation Full time

    Salary Range: Php 25,500 – Php 35,000Employment Type: Full-TimeJob SummaryWe are looking for 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 channels, including phone, email, and live chat. This role ensures a consistent,...

  • Quality Assurance Team Lead

    2 days ago

    Manila, National Capital Region, Philippines Neksjob Corporation Full time

    We are seeking an experienced Senior Quality Assurance (QA) Manager to oversee 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.About the RoleMonitor and evaluate the quality of inbound/outbound calls, emails, chats, and other...

  • Quality Assurance Team Lead

    4 days ago

    Manila, National Capital Region, Philippines Neksjob Corporation 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...

  • Quality Assurance Team Lead

    3 days ago

    Manila, National Capital Region, Philippines Neksjob Corporation 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...

  • Quality Assurance Team Lead

    5 days ago

    Manila, National Capital Region, Philippines Neksjob Corporation 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...

  • Quality Assurance Team Lead

    2 days ago

    Manila, National Capital Region, Philippines Neksjob Corporation 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...

  • Quality Assurance Lead

    20 hours ago

    Manila, National Capital Region, Philippines SSG Full time

    About the RoleAs a Quality Assurance Supervisor with SSG, you will lead and mentor a team of Quality Analysts to monitor and enhance customer interactions. Your key responsibilities include developing and implementing quality assurance strategies to improve performance metrics, conducting call audits, analyzing trends, and providing actionable insights for...

  • Quality Assurance Lead

    19 hours ago

    Manila, National Capital Region, Philippines Abenson Ventures, Inc. Full time

    About Our TeamWe value teamwork and collaboration at Abenson Ventures, Inc. We are currently seeking a Quality Assurance Lead to ensure the highest quality standards are met.ResponsibilitiesDevelop and implement quality assurance processes.Conduct regular site visits to monitor progress.Collaborate with cross-functional teams.Identify and address quality...

  • Quality Assurance Lead

    18 hours ago

    Manila, National Capital Region, Philippines Malayan Savings Bank Full time

    About the RoleThe Quality Assurance Lead is responsible for leading the development and implementation of quality assurance policies and procedures across the organization. This includes identifying areas for improvement and developing strategies to address these gaps.Key Responsibilities:Drive and manage the program of the bank and provide oversight on...

  • Quality Assurance Lead

    20 hours ago

    Manila, National Capital Region, Philippines WNS Global Services, Inc. Full time

    Job DescriptionWe are seeking a highly experienced and skilled Quality Assurance Lead to join our team at WNS Global Services, Inc. In this role, you will be responsible for leading the quality assurance function and ensuring that our processes and procedures meet the highest standards of excellence.The ideal candidate will have a strong background in...

  • Quality Assurance Team Lead Specialist

    5 days ago

    Manila, National Capital Region, Philippines Neksjob Corporation Full time

    **Job Description:**Neksjob Corporation is seeking an experienced Quality Assurance Team Lead to oversee the quality of customer interactions across multiple communication channels. This role requires a deep understanding of quality assurance principles, contact centre operations, and the ability to drive continuous improvement initiatives.**Key...

  • Technical Lead for Quality Assurance

    5 days ago

    Manila, National Capital Region, Philippines Cognizant Technology Solutions Philippines Inc. Full time

    Job RoleWe are seeking a Technical Lead for Quality Assurance to join our team at Cognizant Technology Solutions Philippines Inc. This role will be responsible for leading the development and execution of quality assurance strategies to ensure high-quality software delivery.Key ResponsibilitiesDevelop and execute quality assurance plans to ensure...

  • Quality Assurance Team Lead

    1 day ago

    Manila, National Capital Region, Philippines Neksjob Corporation Full time

    Quality Assurance Team Lead Job Summary:Neksjob Corporation is seeking an experienced Quality Assurance Team Lead to join our dynamic team. As a key member of our quality assurance department, you will be responsible for leading the QA team in delivering exceptional customer experiences through innovative quality assurance strategies.In this critical role,...

  • Quality Assurance Lead

    5 days ago

    Manila, National Capital Region, Philippines CXC Full time

    About the RoleCXC is seeking an experienced quality assurance lead to join its team. As a senior business consultant, you will play a key role in shaping the company's business processes and ensuring the highest level of quality in its IT applications.Bachelor's Degree in Computer Science, Business Management, Accounting, or related fields.Minimum 10 years...

  • Senior Quality Assurance Team Lead

    5 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. This role is crucial in ensuring a consistent and high-quality customer experience while maintaining compliance with company standards and...

  • Quality Assurance Lead

    24 hours ago

    Manila, National Capital Region, Philippines Security Bank Corporation Full time

    The RoleAs a Quality Assurance Manager, you will be responsible for developing, maintaining, and enhancing quality assurance policies, procedures, and tools within the Business Banking Segment (BBS). It involves conducting regular reviews, monitoring internal processes, resolving service complaints, and ensuring compliance with regulatory standards. The...

  • Lead Quality Assurance Specialist

    3 days ago

    Manila, National Capital Region, Philippines Private Advertiser Full time

    Job Description:We are seeking a highly skilled Lead Quality Assurance Specialist to join our team and drive excellence in quality management.About the Role:We are looking for an experienced professional with a strong background in quality assurance and leadership.You should have a proven track record in developing and executing quality assurance strategies...

  • Team Head- API Quality Assurance

    7 days ago

    Manila, National Capital Region, Philippines Taptalent Full time

    We're Hiring: Team Head - API Quality Assurance We are looking for an experienced and dedicated Team Head for our API Quality Assurance department. The ideal candidate will possess extensive knowledge in API testing, automation tools, and team leadership to ensure the highest levels of quality in our software products. Location: Pasig, Philippines Work...