QA Team Lead: Elevate Customer Experience

Alta Resources; Pasig; On-site; PHP 502,000 - 725,000; Full time

Job summary

Alta Resources is seeking a Quality Assurance Team Leader to drive QA standards across client programs in Pasig City, Philippines. You will lead QA monitors, coordinate training, and manage teams to achieve performance metrics and high customer satisfaction.

Responsibilities include coaching staff, scheduling, reviewing quality metrics, addressing escalations, and collaborating with program leaders to implement process improvements. Strong English skills and leadership experience required.

Qualifications

• Bachelor’s degree required.
• Two years in call center, customer service, or sales.
• At least three years QA related experience.
• At least two years leadership experience.

Responsibilities

• Leads quality monitoring and training feedback across programs.
• Supports processing and reviewing quality monitors and disputes.
• Supervises QA Representatives to maximize satisfaction and metrics.
• Participates in team meetings to align with client objectives.
• Monitors feedback and ensures adherence to quality standards.
• Coaches employees and develops them to improve performance.
• Maintains schedules, attendance, records, and timesheets.
• Conducts performance reviews and recruits new staff.
• Assists with client interaction, business development, and special projects.
• Completes other tasks as assigned by QA Manager.

Skills

English proficiency

Organizational skills

Time management

Analytical skills

Education

Bachelor's Degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

Alta Resources is seeking a Quality Assurance Team Leader to drive QA standards across client programs in Pasig City, Philippines. You will lead QA monitors, coordinate training, and manage teams to achieve performance metrics and high customer satisfaction.

Responsibilities include coaching staff, scheduling, reviewing quality metrics, addressing escalations, and collaborating with program leaders to implement process improvements. Strong English skills and leadership experience required.