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Quality Assurance Team Lead

7 days ago

Cebu City, Central Visayas, Philippines Neksjob Philippines Full time

We are seeking an experienced Senior QA Manager to join our team and lead the way in ensuring high-quality customer interactions across multiple communication channels. As a key member of our quality assurance team, you will be responsible for monitoring, evaluating, and enhancing the quality of customer interactions to meet company standards.

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.

You will work closely with training and operations teams to improve agent performance and develop short-term QA initiatives and improvement projects to optimize customer interactions and internal processes.