QA Team Lead — Elevate Customer Experience Quality

TASQ Staffing Solutions; Mabalacat; On-site; PHP 540,000 - 900,000; Full time

Job summary

A staffing solutions company in Mabalacat City is seeking a Quality Assurance Team Lead to enhance customer experience by leading QA initiatives and monitoring quality standards. The ideal candidate has prior experience in a leadership role and is proficient in operational decision-making and team management. This is an onsite position.

Qualifications

• Prior experience as a Quality Assurance Team Lead or in a similar leadership role.
• Proven ability to improve day-to-day processes and drive performance enhancements.
• Strong operational decision-making within a defined scope.

Responsibilities

• Monitor and evaluate the quality of inbound/outbound calls and other customer interactions.
• Document quality issues and performance metrics for review and improvement.
• Provide constructive feedback to agents and support ongoing coaching and training efforts.
• Lead QA initiatives with a deep understanding of quality frameworks and best practices.
• Take ownership of specialized projects and manage tasks independently.

Skills

Quality assurance leadership

Operational decision-making

Performance enhancement

Team management

Proactive mindset

Job description

Quality Assurance Team Lead (Clark) | Onsite

Mabalacat City, Central Luzon, Philippines

About the job Quality Assurance Team Lead (Clark) | Onsite

Do you have a strong background in quality assurance and leadership? Join our team as a QA Team Lead and help drive operational excellence in customer experience.

Responsibilities:

• Monitor and evaluate the quality of inbound/outbound calls and other customer interactions (e.g., email, chat) for accuracy and adherence to company standards.
• Document quality issues and performance metrics for review and improvement.
• Provide constructive feedback to agents and support ongoing coaching and training efforts.
• Lead QA initiatives with a deep understanding of quality frameworks and best practices.
• Take ownership of specialized projects and manage tasks independently with minimal supervision.
• May guide or supervise less experienced professionals, ensuring quality and consistency in deliverables.

Qualifications:

• Prior experience as a Quality Assurance Team Lead or in a similar leadership role.
• Proven ability to improve day-to-day processes and drive performance enhancements.
• Strong operational decision-making within a defined scope.
• Experience in managing a team of individual contributors.
• A proactive mindset, focused on delivering high-quality results with professionalism.