Quality Assurance Lead

3 days ago


Cebu City, Central Visayas, Philippines JobsAvenuePH Full time

About JobsAvenuePH:

We are seeking a seasoned Quality Assurance (QA) professional to lead our QA team in monitoring, evaluating, and enhancing customer interactions.

Key Responsibilities:

  1. Lead the QA team in evaluating inbound and outbound calls, chat, and email interactions for quality assurance.
  2. Develop strategies to enhance customer service performance by analyzing trends and areas for improvement.
  3. Provide coaching and feedback to agents on communication skills and adherence to company policies.
  4. Collaborate with training teams to identify skill gaps and implement targeted learning initiatives.
  5. Analyze QA reports to identify trends, areas for improvement, and best practices.
  6. Ensure compliance with industry regulations, company policies, and performance metrics through regular calibration sessions.
  7. Promote process improvements to enhance efficiency and customer satisfaction.


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