Quality Assurance Team Lead

13 hours ago

Angeles City, Central Luzon, Philippines Teleperformance Full time ₱900,000 - ₱1,200,000 per year
Key Responsibilities
  • Monitor and evaluate customer interactions across phone, email, and chat to ensure accuracy, compliance, and quality standards.
  • Document quality results, identify trends, and prepare performance reports for management review.
  • Provide structured feedback and collaborate with Training and Operations teams to address performance gaps.
  • Lead, manage, and develop a team of QA specialists to ensure consistent delivery of quality monitoring outputs.
  • Implement process improvements by identifying operational gaps and recommending corrective actions.
  • Oversee day-to-day QA operations, ensuring accuracy, timeliness, and alignment with business objectives.
  • Manage short-term team activities and specialized projects, ensuring professional excellence in all deliverables.
Qualifications
  • Bachelor's degree in Information Technology, Computer Science, or a related field is required.
  • Proven experience in Quality Assurance within a customer service, BPO, or contact center environment.
  • Strong leadership and team management skills with a focus on coaching and staff development.
  • Excellent analytical, organizational, and problem-solving abilities.
  • Proficiency in quality monitoring processes, tools, and reporting methodologies.
  • Solid technical background with the ability to apply IT knowledge to QA processes and tools.
  • Ability to work independently, exercise sound judgment, and drive improvements with minimal supervision.
  • Strong written and verbal communication skills, with the ability to provide clear and actionable feedback.
  • Proficiency in Microsoft Office applications; experience with QA software platforms is an advantage.

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