Quality Assurance Team Lead

15 hours ago

Mandaluyong City, National Capital Region, Philippines Teleperformance Full time $40,000 - $60,000 per year

About the role

As the Quality Assurance Team Lead at Teleperformance, you will play a pivotal role in ensuring the delivery of exceptional customer service. Based in Mandaluyong City, Metro Manila, this full-time position will see you leading a team of quality assurance associates, driving continuous improvement and maintaining the highest standards across all customer interactions.

What you'll be doing

  1. Oversee a team of quality assurance associates, providing coaching, mentoring and feedback to help them develop their skills
  2. Monitor customer interactions and identify areas for improvement in service quality, agent performance and adherence to processes
  3. Develop and implement quality assurance strategies and metrics to measure and improve customer satisfaction
  4. Collaborate with the contact centre management team to address performance issues and implement corrective actions
  5. Conduct regular audits and provide detailed reports on team and individual agent performance
  6. Champion a culture of continuous learning and development within the quality assurance team
  7. Identify training needs and work with the training team to design and deliver effective development programmes

What we're looking for

  1. Proven track record as a quality assurance team lead or supervisor in a call centre or customer service environment
  2. Strong analytical and problem-solving skills, with the ability to interpret data and identify areas for improvement
  3. Excellent communication and interpersonal skills, with the ability to provide constructive feedback and motivate a team
  4. Proficient in data analysis and reporting, with experience using quality assurance tools and software
  5. Thorough understanding of customer service best practices and quality assurance methodologies
  6. A collaborative mindset and the ability to work effectively with cross-functional teams

What we offer

At Teleperformance, we are committed to providing our employees with a rewarding and fulfilling work experience. In addition to a competitive salary, you will enjoy a range of benefits, including:

  1. Comprehensive healthcare coverage and wellness programmes
  2. Generous learning and development opportunities to support your career growth
  3. Flexible work arrangements and a positive, collaborative work environment
  4. Opportunities to contribute to the community through corporate social responsibility initiatives

About us

Teleperformance is a global leader in customer experience management, with a presence in 80 countries and a workforce of over 380,000 people. Our mission is to create meaningful connections between our clients and their customers, and we take pride in our ability to deliver exceptional service and drive business results. Join us on our journey as we continue to redefine the customer experience.

Apply now for the Quality Assurance Team Lead - Teleperformance EDSA role and be a part of our dynamic team.

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