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URGENT HIRING QA TEAM LEADER

2 weeks ago

Davao City, Davao, Philippines Teleperformance Full time $40,000 - $60,000 per year

The Opportunity

Teleperformance, a leading global provider of outsourced customer experience management services, is urgently seeking a dynamic and experienced QA Team Leader to join their team in Davao. In this full-time role, you will play a pivotal part in ensuring the delivery of exceptional customer service and quality assurance across the organisation.

Key Responsibilities

  • Manage a team of Quality Assurance (QA) specialists, providing guidance, support and performance feedback to drive continuous improvement
  • Monitor and evaluate team member performance, identifying training needs and implementing strategies to enhance quality and productivity
  • Develop and implement quality assurance processes, policies and metrics to measure and optimise the performance of the contact centre
  • Analyse contact centre data and generate insightful reports to inform decision-making and drive operational enhancements
  • Collaborate cross-functionally with other teams to identify and resolve customer experience and quality issues
  • Provide coaching and mentoring to team members to develop their skills and knowledge
  • Ensure compliance with company policies, industry regulations and client requirements

What We're Looking For

  • Minimum of 2 years' experience in a call centre or contact centre environment, with a proven track record of leading a team of QA specialists
  • Strong understanding of quality assurance principles, metrics and best practices in the contact centre industry
  • Excellent communication and interpersonal skills, with the ability to effectively lead, coach and motivate a team
  • Proficient in data analysis and report generation, with the ability to translate insights into actionable improvements
  • Hands-on experience in developing and implementing quality assurance processes and procedures
  • Thorough knowledge of customer service best practices and a deep commitment to delivering exceptional customer experiences
  • Ability to work in a fast-paced, dynamic environment and adapt to changing priorities

If you're ready to take the next step in your career and join a global leader in customer experience management, we encourage you to apply now.