Global QA Lead — Elevate Customer Experience

Tasq Work; Taguig; On-site; PHP 1,200,000 - 2,100,000; Full time

Job summary

Tasq Work on-site at McKinley, Taguig seeks an experienced QA Manager to drive quality performance and elevate customer experience across operations.

Lead quality monitoring for calls, email, and chat while coaching teams and implementing improvements that shape standards and outcomes.

You will head a team of QA specialists and influence strategic quality initiatives across programs and processes.

Qualifications

• At least 4 years of QA Team Lead experience.
• Experience supporting international travel accounts.

Responsibilities

• Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
• Documents on quality issues and performance measures for management review.
• Provides information to assist in the feedback and formal education process of individuals on the phone.
• Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.
• Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities.
• Serves as final decision/opinion maker in the area, coaches, mentors and trains others around expertise

Skills

QA Manager

Team leadership

Quality assurance

Coaching

Job description

Tasq Work on-site at McKinley, Taguig seeks an experienced QA Manager to drive quality performance and elevate customer experience across operations.

Lead quality monitoring for calls, email, and chat while coaching teams and implementing improvements that shape standards and outcomes.

You will head a team of QA specialists and influence strategic quality initiatives across programs and processes.