Customer Service Team Lead – Performance & QA

Reliasourcing; Philippines; On-site; PHP 400,000 - 600,000; Full time

Job summary

Reliasourcing is seeking a dedicated supervisor to monitor and manage performance, ensuring service standards are met. You will generate monthly reports, handle escalations, and foster a positive working culture while enforcing policies.

Responsibilities include QA/QC audits, coaching CSRs, and maintaining clear communication across departments to improve overall efficiency and customer satisfaction.

Qualifications

• Experience in performance management and disciplinary procedures.
• Ability to monitor attendance and schedule adherence.
• Strong communication and escalation handling.

Responsibilities

• Ensure the department provides a wide range of information to customers.
• Report to managers on any violations.
• Produce daily performance reports.
• Support agent knowledge and training.
• Identify and escalate problem areas to department managers.
• Monitor team performance and ensure procedures are followed.
• Distribute information and maintain clear communication of processes for emails and calls.
• Develop QA/QC through audits, training, coaching, and support for CSR testing and design.
• Motivate teams to exceed targets.
• Maintain escalated issue communication between departments.
• Develop resources and creative resolutions to problems.

Skills

Performance management

Quality Assurance

Team leadership

Customer service

Disciplinary procedures

Job description

Reliasourcing is seeking a dedicated supervisor to monitor and manage performance, ensuring service standards are met. You will generate monthly reports, handle escalations, and foster a positive working culture while enforcing policies.

Responsibilities include QA/QC audits, coaching CSRs, and maintaining clear communication across departments to improve overall efficiency and customer satisfaction.