Quality Assurance Team Lead

3 days ago

Mabalacat, Central Luzon, Philippines TASQ Staffing Solutions Full time

Location: Clark, Pampanga, Philippines
Work Arrangement: Onsite (Clark)

Do you have a strong background in quality assurance and leadership? Join our team as a QA Team Lead and help drive operational excellence in customer experience.

Responsibilities:
  • Monitor and evaluate the quality of inbound/outbound calls and other customer interactions (e.g., email, chat) for accuracy and adherence to company standards.
  • Document quality issues and performance metrics for review and improvement.
  • Provide constructive feedback to agents and support ongoing coaching and training efforts.
  • Lead QA initiatives with a deep understanding of quality frameworks and best practices.
  • Take ownership of specialized projects and manage tasks independently with minimal supervision.
  • May guide or supervise less experienced professionals, ensuring quality and consistency in deliverables.
Qualifications:
  • Prior experience as a Quality Assurance Team Lead or in a similar leadership role.
  • Proven ability to improve day-to-day processes and drive performance enhancements.
  • Strong operational decision-making within a defined scope.
  • Experience in managing a team of individual contributors.
  • A proactive mindset, focused on delivering high-quality results with professionalism.

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