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Quality Assurance Lead

1 week ago

Cebu City, Central Visayas, Philippines JobsAvenuePH Full time

About the Role:

We are seeking an experienced Quality Assurance (QA) leader to head our QA team in monitoring, evaluating, and enhancing customer interactions. This role ensures that our call center operations meet high-quality service standards while driving continuous improvement.

Key Responsibilities:

  1. Lead the QA team in assessing inbound and outbound calls, chat, and email communications.
  2. Develop and implement quality assurance strategies to boost customer service performance.
  3. Provide detailed feedback and coaching to agents to enhance communication and adherence to company policies.
  4. Collaborate with training teams to identify skill gaps and design targeted learning initiatives.
  5. Analyze QA reports to identify trends, areas for improvement, and best practices.
  6. Evaluate compliance with industry regulations, company policies, and performance metrics.
  7. Maintain consistency in quality evaluations through regular calibration sessions with stakeholders.
  8. Promote process improvement initiatives to increase efficiency and customer satisfaction.