Start ASAP QA Team Lead

1 week ago

Mandaluyong City, National Capital Region, Philippines Teleperformance Full time ₱900,000 - ₱1,200,000 per year

About the role

Teleperformance is seeking an experienced QA Team Lead to join our dynamic team in Mandaluyong City, Metro Manila. As the QA Team Lead, you will play a pivotal role in ensuring the quality and efficiency of our customer service operations. Working in a fast-paced call centre environment, you will lead and develop a team of quality assurance specialists, driving continuous improvement and exceptional customer experiences.

What you'll be doing

  1. Oversee and manage a team of quality assurance specialists, providing coaching, mentoring and performance feedback
  2. Develop and implement quality assurance processes and standards to monitor and evaluate agent performance
  3. Analyse call recordings and customer interactions to identify training opportunities and process improvements
  4. Collaborate with the operations team to address quality issues and implement corrective actions
  5. Provide regular performance reports and recommendations to senior management
  6. Foster a positive, constructive team environment and promote a culture of continuous learning and development

What we're looking for

  1. Minimum 1 year of experience in a quality assurance or team lead role within a customer service environment
  2. Strong understanding of call centre operations, quality assurance best practices and customer service metrics
  3. Excellent communication and interpersonal skills, with the ability to provide constructive feedback and coaching
  4. Proficiency in data analysis and report generation to drive informed decision-making
  5. Demonstrated leadership skills and the ability to motivate and develop a team
  6. Fluency in English and familiarity with the local language

What we offer

At Teleperformance, we are committed to creating a supportive and engaging work environment. This role offers:

  1. Competitive salary and performance-based incentives
  2. Comprehensive healthcare and insurance benefits
  3. Ongoing training and development opportunities
  4. Opportunities for career advancement within a global organisation
  5. A collaborative and inclusive team culture

About us

Teleperformance is a global leader in providing outstanding customer experience solutions. With a presence in 80 countries and over 300,000 employees worldwide, we are dedicated to transforming the customer experience through innovative technologies, data-driven insights, and skilled, engaged teams. Join us in our mission to deliver exceptional service and create lasting value for our clients and their customers.

Apply now for this exciting opportunity to be part of the Teleperformance team in Mandaluyong City, Metro Manila.

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