
Urgent Quality Assurance Team Lead
4 days ago
About the role
We are seeking an experienced Quality Assurance Team Lead to join our dynamic team at Teleperformance Davao. As a Quality Assurance Team Lead, you will play a crucial role in overseeing the quality of our customer service operations and driving continuous improvement. This full-time position is based in Davao, providing you with the opportunity to work in a vibrant, growing city.
What you'll be doing
- Develop and implement quality assurance processes, policies, and guidelines to ensure consistent and high-quality customer service delivery
- Lead and mentor a team of quality assurance specialists, providing guidance, training, and feedback to drive performance and professional development
- Conduct regular audits, evaluations, and assessments to identify areas for improvement and implement corrective actions
- Collaborate with customer service teams to address quality issues and implement solutions
- Analyse quality data and metrics to identify trends, patterns, and opportunities for improvement
- Provide regular reports and recommendations to management on quality performance and initiatives
- Foster a culture of continuous improvement and customer-centricity within the organisation
What we're looking for
- Minimum of 1-3 years of experience in a quality assurance or team lead role within a call centre or customer service environment
- Strong understanding of quality assurance methodologies, processes, and best practices
- Excellent leadership, coaching, and mentoring skills to effectively manage and develop a team
- Exceptional communication and interpersonal skills, with the ability to build relationships and collaborate cross-functionally
- Proficient in data analysis and reporting, with the ability to interpret and present quality metrics
- Familiarity with call centre operations, customer service processes, and relevant industry regulations
- Adaptable and resilient, with the ability to work in a fast-paced, dynamic environment
Apply now for this exciting opportunity to become a Quality Assurance Team Lead at Teleperformance Davao.
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