QA Operations Lead — Customer Experience

IntouchCX

Manila

On-site

PHP 900,000 - 1,700,000

Full time

12 days ago

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Job summary

IntouchCX is seeking a Quality Assurance Manager to deliver outstanding results for our clients. You will lead QA initiatives, collaborate with cross-functional teams, and drive metrics such as call handle time, email response time, and customer satisfaction.

The role requires 3-5 years in leadership within customer service, a relevant degree, strong communication, analytical mind, and the ability to translate data into actionable plans. Travel may be required.

Qualifications

3-5 years of leadership experience, preferably in customer service.
Bachelor Degree or other post-secondary degree in a relatable field.
Excellent verbal & written communication skills and strong emotional intelligence.
Leadership, decision-making and analytical skills.
Ability to evaluate and synthesize data.
Excellent attention to detail.
Strong aptitude for process thinking.
Some travel may be required.

Responsibilities

Lead conversations with clients and team members at all levels.
Ensure KPIs such as Call Handle Time, Email Response Time, Quality and CSAT are achieved.
Identify trends and develop plans to address gaps.
Collaborate with Training to onboard and upskill staff.
Ensure compliance with operating processes and security measures.
Provide guidance using strong soft skills across levels.
Adapt to a fast-paced, evolving work environment.