Urgent Quality Assurance Team Lead

1 day ago

Davao City, Davao, Philippines Teleperformance Full time $45,000 - $60,000 per year

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

  1. Develop and implement quality assurance processes, policies, and guidelines to ensure consistent and high-quality customer service delivery
  2. Lead and mentor a team of quality assurance specialists, providing guidance, training, and feedback to drive performance and professional development
  3. Conduct regular audits, evaluations, and assessments to identify areas for improvement and implement corrective actions
  4. Collaborate with customer service teams to address quality issues and implement solutions
  5. Analyse quality data and metrics to identify trends, patterns, and opportunities for improvement
  6. Provide regular reports and recommendations to management on quality performance and initiatives
  7. Foster a culture of continuous improvement and customer-centricity within the organisation

What we're looking for

  1. Minimum of 1-3 years of experience in a quality assurance or team lead role within a call centre or customer service environment
  2. Strong understanding of quality assurance methodologies, processes, and best practices
  3. Excellent leadership, coaching, and mentoring skills to effectively manage and develop a team
  4. Exceptional communication and interpersonal skills, with the ability to build relationships and collaborate cross-functionally
  5. Proficient in data analysis and reporting, with the ability to interpret and present quality metrics
  6. Familiarity with call centre operations, customer service processes, and relevant industry regulations
  7. 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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