QA Operations Lead: Quality, Coaching & Process Improvement

Teleperformance; Cebu City; On-site; PHP 201,000 - 335,000; Full time

Job summary

Teleperformance in Cebu City is seeking a quality assurance professional to monitor and evaluate calls and other customer interactions for accuracy and adherence to standards. You will document quality issues, support feedback and formal education processes, and contribute to the development of new solutions and best practices within the team.

You will coordinate daily operations, outline directions for colleagues, and may supervise lower-level specialists as a single point of contact on complex

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 quality issues and performance measures for management review.
• Provides information to assist in the feedback and formal education process of individuals on the phone.
• Positions on this level have advanced knowledge and experience and participates in/leads the development of new solutions/projects.
• Shares best practice and advice to the co-workers in the professional area.
• Not only generates own workload but outlines directions to others.
• Can supervise and coordinate lower-level specialists being single point of contact in complex matters.
• Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team.
• Delivers input to policies, processes and standards, where decisions are of tactical and operational nature within a defined scope.
• Manages a mixed team of Specialist and Support jobs., with full employee lifecycle responsibility.

Job description

Teleperformance in Cebu City is seeking a quality assurance professional to monitor and evaluate calls and other customer interactions for accuracy and adherence to standards. You will document quality issues, support feedback and formal education processes, and contribute to the development of new solutions and best practices within the team.

You will coordinate daily operations, outline directions for colleagues, and may supervise lower-level specialists as a single point of contact on complex