BPO Quality Assurance Team Lead

2 days ago

Angeles City, Central Luzon, Philippines TASQ Staffing Solutions Full time $50,000 - $100,000 per year
About the Job: Quality Assurance Team Lead (Clark) | Onsite

Requirements:

  • QA Team lead background/experience
  • Positions at this level are expected to significantly improve the day-to-day activities/processes.
  • Manages and oversees the implementation of short-term activities within the team.
  • Decisions are of an operational nature within a defined scope.
  • Positions on this level deliver their share of professional responsibilities, focusing on professional excellence.
  • Typically manages a team of individual contributor co-workers.


Responsibilities:

  • Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
  • Documents quality issues and performance measures for management review.
  • Provides information to assist in the feedback and formal education process of individuals on the phone.
  • Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates.
  • Executes specialized projects and activities and typically works according to set principles.
  • Usually generates and initiates own workload and doesn't need instructions or guidelines.
  • Might supervise the work of less experienced professionals, providing professional expertise and taking responsibility for the end-product.

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