Quality Assurance Team Lead

1 day ago


Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time

Company Overview

TASQ Staffing Solutions is a leading provider of innovative staffing solutions.


Job Description

We are seeking an experienced Quality Assurance Team Lead to join our team. As a Quality Assurance Team Lead, you will be responsible for managing a team of quality analysts and ensuring that our clients receive high-quality services.


Key Responsibilities:

  • Team Management: Manage a team of 15-20 quality analysts, providing guidance and support to ensure they have the skills and knowledge needed to perform their jobs effectively.
  • Process Improvement: Analyze information and utilize it to build recommendations to reduce errors and improve process performance.
  • Performance Monitoring: Monitor Site performance against key business metrics like Productivity, Accuracy, CSAT, Quality, AHT etc.
  • Feedback and Coaching: Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.
  • Initiatives and Projects: Actively initiate, drive and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc.


Required Skills and Qualifications:

  • Education: Undergraduate/Graduate/Postgraduate degree.
  • Communication Skills: Strong written communication skills, excellent grammar, spelling, and sentence construction.
  • Technical Skills: Good power point and excel skills.
  • Leadership Skills: Proven ability to achieve and maintain departmental quality standards.


Benefits:

We offer a competitive salary package, including benefits such as medical insurance, retirement plan, and paid time off.



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