QA Team Lead — Elevate Call Quality & Coaching (Clark)

TASQ Staffing Solutions; Angeles; On-site; PHP 335,000 - 670,000; Full time

Job summary

TASQ Staffing Solutions is seeking a Quality Assurance Team Lead for Clark, Pampanga. This onsite role starts ASAP and focuses on maintaining high-quality customer interactions across calls, emails, and chats.

The team leader will drive QA initiatives, coach staff, and report performance metrics to management, while ensuring adherence to established processes and standards.

Qualifications

• Experience leading QA teams or similar roles.
• Proven ability to improve team activities and processes.
• Capability to oversee short-term team projects.
• Ability to make operational decisions within defined scope.
• Commitment to professional excellence and reliability.

Responsibilities

• Monitor and assess the quality of calls and other interactions to ensure standards.
• Record and report quality issues and metrics for management review.
• Provide feedback and coaching during formal coaching and training sessions.
• Possess comprehensive knowledge of the discipline or broader operational area.
• Lead specialized projects and activities following established procedures.
• Take initiative in managing your own workload without detailed instructions.
• May supervise less experienced professionals and guide their deliverables.

Skills

QA leadership

Process improvement

Team supervision

Decision making

Coaching

Job description

Quality Assurance Team Lead (Clark, Pampanga)

About the job Quality Assurance Team Lead (Clark, Pampanga)

About the Job:
Quality Assurance Team Lead (Clark, Pampanga) | Onsite
Start ASAP.

Responsibilities:

• Monitor and assess the quality of inbound and/or outbound calls and other customer interactions (such as email and chat) to ensure accuracy and compliance with quality standards.
• Record and report quality issues and performance metrics for management review.
• Provide feedback and support during formal coaching and training sessions for team members on the phone.
• Possess comprehensive knowledge of the specific discipline or the broader operational area.
• Lead specialized projects and activities, typically following established principles and procedures.
• Take initiative in managing your own workload without requiring detailed instructions or guidelines.
• May supervise less experienced professionals, offering expert guidance and taking responsibility for the quality of their deliverables.

Requirements:

• Experience in QA team leadership or similar roles
• Proven ability to significantly improve daily activities and processes within the team.
• Manage and oversee the implementation of short-term team activities.
• Make operational decisions within a defined scope.
• Maintain a focus on professional excellence and fulfill assigned responsibilities.
• Usually oversee a team of individual contributors.