Urgent Hiring Quality Assurance Team Lead

1 day ago

Mandaluyong City, National Capital Region, Philippines Teleperformance Full time ₱1,200,000 - ₱2,400,000 per year

About the role

We are urgently seeking an experienced Quality Assurance Team Lead to join our dynamic team at Teleperformance's EDSA location. As the Quality Assurance Team Lead, you will play a pivotal role in ensuring the delivery of exceptional customer service and the maintenance of the highest quality standards across our call centre operations.

What you'll be doing

  • Develop and implement quality assurance strategies to monitor and improve agent performance
  • Conduct regular quality audits and provide constructive feedback to agents to drive continuous improvement
  • Identify training needs and work closely with the training team to develop and deliver tailored coaching programs
  • Analyse performance data and generate insightful reports to inform business decisions
  • Foster a positive and collaborative team environment to motivate and engage agents
  • Serve as a subject matter expert and provide guidance to agents on complex customer inquiries
  • Collaborate with cross-functional teams to ensure seamless operations and a superior customer experience

What we're looking for

  • Minimum of 2 years of experience in a quality assurance or team lead role within a call centre or customer service environment
  • Strong analytical and problem-solving skills to identify areas for improvement and implement effective solutions
  • Excellent communication and interpersonal skills to provide constructive feedback and lead a team effectively
  • Proficient in data analysis and report generation to track and measure team performance
  • Proven ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
  • Passion for delivering exceptional customer service and a commitment to quality

What we offer

  • Competitive salary and performance-based incentives
  • Opportunities for career advancement and professional development
  • Comprehensive health and wellness benefits, including medical and dental coverage
  • Flexible work arrangements and a supportive work-life balance
  • A collaborative and inclusive work culture that values teamwork and innovation

About us

Teleperformance is a global leader in customer experience management and business process outsourcing. With a presence in 80 countries and over 420,000 employees worldwide, we are committed to creating a better future through transformative digital solutions and exceptional human interactions. Join our team and be a part of an organisation that is shaping the future of customer service.

Apply now to become our next Quality Assurance Team Lead at Teleperformance EDSA

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