Quality Assurance Lead

2 days ago


Quezon City, National Capital Region, Philippines Hinduja Global Solutions Full time

Quality Assurance Lead

Duties and Responsibilities:

  • Ensures that the QA team meets the standards for monitoring in an objective fashion on all customer contact points (web, voice, e-mail, chat, SMS)
  • Monitors each team member's KPI's, incorporating personal observations, and use this data in coaching and counselling sessions toward improving performance and for development of team members.
  • Designs and implements reports to establish patterns and trends of quality issues as they may arise.
  • Able to provide a quantifiable data to all quality judgments that are made.
  • Conducts client presentations and lead calibration sessions.
  • Responsible in maintaining all QA documents and artifacts related to internal and external audits.

Qualifications:

  • College degree, preferably in Management, Marketing, Psychology, or related fields
  • 2 years minimum call center and call monitoring experience


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